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Case Study: How [24]7 Active Share Transforms the Voice Experience - [24]7.ai - ContactCenterWorld.com Blog

Case Study: How [24]7 Active Share Transforms the Voice Experience

In the last decade, rapidly advancing technology has dramatically changed the customer service landscape. Digital channels have made huge leaps forward, from user interface/experience enhancements to social media and smart devices that have disrupted the way consumers engage with brands. While digital keeps advancing, the IVR voice channel has changed very little. And although call volumes may be decreasing, voice is still the most popular customer service channel overall. With today’s consumers using their smartphones for just about everything, enterprises have an unprecedented opportunity to give customers a richer, multi-modal experience on their preferred channel by implementing technology like [24]7 Active Share.

With [24]7 Active Share, you can digitally upgrade voice calls by transforming them into a visually rich experience. Call agents are able to deliver personalized, interactive content directly to a customer’s phone, tablet or computer during a voice call, engaging them with relevant information, such as product or plan comparisons, account verifications, terms and conditions, etc. For today’s digitally-minded consumers, this is a game-changer. For companies, this helps increase customer satisfaction, increase call resolution and boost revenue.


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Show, don’t tell. Make the smartphone the conversational anchor—not the agent.

Transform Your Contact Center

In most contact centers, agents can use [24]7 Active Share to enhance 25-50% of calls. This takes voice calls to new levels, turns voice agents into customer guides and increases efficiency by enabling smart workflows for a variety of customer needs.

[24]7 Active Share deploys easily on existing voice technology stacks without high incremental investment, making it a smart way to add value to an existing customer service channel without driving up costs.

Real World Success

How do you know [24]7 Active Share really works? The numbers don't lie. Here are real-world success stories that show how [24]7 Active Share helped two leading companies increase customer satisfaction, sales conversions, and resolution rates, adding measurable value to their voice investment.

A leading hospitality brand increased revenue, resulting in:

2X

conversion

5%

higher revenue per call

A leading telecom grew NPS and improved issue resolution, resulting in:

32%

higher resolution rate

4X

higher NPS score

*Results are compared to calls without [24]7 Active Share.

Mobile Service & Sales

When a major telecommunications company implemented [24]7 Active Share for both support and sales contact centers, it saw a considerable lift in issue resolution and CSAT: Calls with [24]7 Active Share achieved 32 percent higher resolution rate and nearly four times higher NPS score than calls without it.


Customers appreciate that [24]7 Active Share drives higher resolution and CSAT.

Reservations & Revenue

A leading hospitality brand used [24]7 Active Share to give its booking agents rich visual aids when helping customers make reservations. They achieved nearly double the conversion rate with calls using [24]7 Active Share compared to those without, as well as 5 percent higher average revenue per call.

Activate Your Agents

Now is the time to upgrade your voice channel and empower your agents with exciting new tools and capabilities. Click here to learn more about [24]7 Active Share and how it can bring your voice calls into the digital age while boosting revenue, resolution rates, and customer satisfaction.

Topics: Customer Engagement
 
Andrea Lowe, Marketing Content Writer

Source: http://www.247-inc.com/company/blog/case-study-how-247-active-share-transforms-voice-experience

Publish Date: December 14, 2017 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from [24]7.ai

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