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The quest for new customers is never-ending at all types of businesses, but those efforts should never obscure the fact that your best customers are the ones you already have.
Contact centers can play a key role in encouraging customer loyalty, by delivering the level of service those customers have come to expect from a company they like. That means calls answered quickly, a minimum of hold time (if necessary at all), agents that can answer questions and take corrective action if needed, and an effort to make each customer feel valued and appreciated.
It’s an important goal and there are two ways to achieve it: consistent agent training, and workforce management software.
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Training should begin with learning the contact center script and understanding contact center procedures – but it shouldn’t stop there. Agents should also be encouraged to show patience, understanding, and empathy. Role-play scenarios can test how well they respond to different situations.
Workforce Management Software
All of the burden for customer service should not fall on the agent’s shoulders. The contact center must provide the tools necessary for an agent to do his or her job, as well as provide forecasting and scheduling that assures the presence of enough agents to efficiently handle incoming calls.
That used to be handled with spreadsheets but can now be covered with a workforce management (WFM) solution. With the advanced functionality and the more accurate forecasting and scheduling made possible by WFM, as well as the data it delivers on agent performance, schedule adherence and KPIs, contact center managers can always be assured the contact center’s resources are being utilized in the most efficient and cost-effective manner.
The benefits of the Monet WFM solution include:
Real-Time Adherence: Helps avoid overstaffing, understaffing and shrinkage
Skill-Based Routing: So customers connect with the agent best suited to help them
If it’s time for your contact center to consider WFM, we invite you to find out more about what Monet has to offer.
2Ring Gadgets for Cisco Finesse 2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.
Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.
Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli... (read more)2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.
Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.
Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the application windows, help is reachable (use a panic button; connect with supervisors or even with fellow agents who are on different teams or consult with a back office / remote expert), and last but not least, integrate Cisco Finesse with CRM and Service Desk systems (including Salesforce, MS Dynamics CRM, ServiceNow, SugarCRM).
If you are migrating from CAD to Finesse and would like to resolve feature-parity gap, or if you simply want to use Cisco Finesse in its full glory, add 2Ring Gadgets for Cisco Finesse to your Cisco contact center. It is a vital extension for all Cisco Finesse deployments.
2.)
3Fiftynine
Branches Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
3.)
Agara
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
4.)
Call Center Studio
Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
Contact Centre Services We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur... (read more)We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and further afield. We work nationally, but with the care and commitment of a local company. In our opinion, that’s what sets us apart.
Our mission is simple: to create positive human outcomes. Here’s what we do:
• We’re transformational, both in our ability to affect positive change in people’s lives and in viewing change as a way to adapt and improve.
• We’re architects of communication, mixing heart with experience, process with insights, and human with technological.
• We keep things simple, pooling together knowledge and experience to create easy yet fulfilling customer experiences.
• We embrace technology, which enables our clients to thrive and provides us with insights to inspire positive change.
Our values underpin everything we do. We strive to be:
• Human. We’re rich in technological resources, but ultimately people are at the very core of our business.
• Emotionally intelligent. Our experience and insight allows us to adapt to different landscapes, situations and challenges.
• Driven. We’re motivated to consistently improve and innovate, exceed expectations and achieve the best personal outcomes for customers. We’re compelled by seeing the impact we can and do have.
• Methodical. We guide each of our clients through a tailored and methodical pathway, offering effective solutions to deliver their vision.
6.)
Jointly International Inc.
Front Office Solutions Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone * Technical Support via chat, email or phone * Helpdesk * Virtual Assistant/Receptionist * Answering Service * Lead Generation * Appointment Setting * Verification * Surveys * Debt Recover, Collections
7.)
MattsenKumar LLC
Contact Center Outsourcing By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
8.)
OpsTel Services
SPEED The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
Speed features:
*Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring
9.)
Vads
VADS Inbound Contact Center VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.
- Customer Service - Walk In Center - Service Desk
10.)
Technosys IT Management
Customer Support Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter
Front Office Solutions Any part of your business operations that requires constant end-customer facing task is an essential part of your business.
This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
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