All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations.
It can be difficult to maintain customer satisfaction without obstacles, so ensuring that your call center has the best, and most cutting-edge solutions is a necessity that not a single company can afford to go without.
Fortunately, there are several solutions that utilize forward thinking, cutting edge technology to ensure that companies can meet and exceed customer expectations. These “smart” solutions assure a positive customer experience and secure customer loyalty—not to mention cut down on operational costs and increase profits.
Some of the primary concerns regarding call center management are long hold times and an inability to provide one call resolution. While there may be several factors that cause these issues, the underlying factor that results in these issues is that call center agents have inferior navigation tools and a lack of intuitive applications at their disposal.
The best way to resolve customer service center operational issues is to apply the smartest solutions. Jacada, through its Intelligent Self-Service and Intelligent Agent Engagement, specializes in providing smart call center solutions to your operational problems.
Intelligent Self-Service incorporates virtual customer assistants, smart digital routing, and contextual guidance to streamline the customer service journey so that it results in a successful outcome. Due to its digital framework, Intelligent Self-Service also saves your company money.
Intelligent Agent Engagement improves live customer interaction. Intelligent Agent Engagement technology works with the call center agent, not instead of, providing the Customer Service Representative (CSR) with digital tools such as the Smart Agent Assistant and the Unified Agent Desktop. Humanity and technology unite for improved operational efficiency.
Whatever your call center's problems may be, there is no doubt that the only way to resolve them successfully is through an intelligent solution. Jacada can provide truly Intelligent Solutions because it uses only the most modern, up to date, and cutting edge AI, Natural Language Understanding (NLU), and robotic automation technologies available in all of its virtual and digital solutions.
Whatever your call center's intended focus may be—live interaction or automated assistance—Jacada's suite of intelligent solutions will have your call center running more efficiently and more economically. If you want to provide your customers with superior customer service—both live and automated—smart solutions are still the answer. Not only will Jacada's solutions result in happier customers, they will also produce more satisfied employees, creating pleasant synergy felt throughout the entire department.
Publish Date: May 21, 2019 5:00 AM
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
|4.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|5.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
Agents have the immediate positive feedback that reinforces good behaviors for self training.
|7.)||OMNI HR Consulting (Pty) Ltd|
Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.
We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.
Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.
Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
|8.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
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