Login to Network
YES PLEASEI want this offer
NO ThanksSkip this offer
#contactcenterworld, @sharpentech
Dorel Juvenile is a manufacturer of high-quality, safe and fashionable car seats. With a frontrunner mentality that matches their position as a global market provider, Dorel Juvenile desired to deliver consumer service that aligned with the innovation of their products.
To maintain a strong connection with consumers through active engagement and service, Dorel Juvenile added various communication channels to its overarching consumer service strategy. This allowed issues to be reported from different portals such as Facetime, Facebook, Twitter, phone, email, web chat and video chat.
Despite the wide range of communication options, Dorel Juvenile’s consumer care team operated in silos and agents could not seamlessly switch between channels during interactions. If a consumer’s problem could not be solved on the channel used initially, the interaction would end, forcing the agent to restart the conversation on a different channel.
Sponsor message - content continues below this message
2021 '16th annual' Global Contact Center World Awards CLOSING SOON!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar
Content continues ….
As a result, agents’ jobs became more complex and time-consuming as Dorel Juvenile struggled to forge together these various portals to create a smoother consumer experience. Accurate reporting was impossible, making it even more difficult to identify problems and resolutions. Agents even resorted to using their personal mobile phones in their efforts to solve consumer problems.
In need of a cost-effective solution that handled all channels seamlessly, increased productivity, cut costs and boosted agent effectiveness, Dorel Juvenile sought the support of Sharpen Technologies, a contact center platform that supports a better agent experience and solves today’s biggest communication problems.
Sharpen’s platform is armed with omni-channel capabilities, so Dorel Juvenile agents could interact with consumers across any channel including SMS, web-chat, email and phone calls all within one interaction. It also provided access to past history for consumers, allowing agents to see previous conversations and pick up where they left off. From these changes, agents improved the average inquiry handle time, and were able to resolve more calls with the same amount of staff members.
Sharpen’s platform also helped Dorel Juvenile improve several critical processes. For instance, warranty returns previously required the consumer to send parts via mail, which could take a span of weeks to get resolved. Now, thanks to Sharpen, agents can receive pictures via text message while on the phone and complete the process the same day.
Since implementing Sharpen, Dorel Juvenile has experienced a gain in ROI and saved in overall contact center costs. Dorel Juvenile supervisors also now have accurate data on KPI’s to make more informed decisions and determine if changes are helping or hurting the team’s performance.
About Dorel Juvenile Group:
Largest mfg of Child Restraints (Car Seats) in North Americia, Juvenile Products, Safety 1st Products, Eddie Bauer Brand, Quinny Brand, Home & Office Products
About Sharpen:
Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen. 
Published: Wednesday, May 30, 2018
| 3.) |  Execute automated actions based on words spoken by your customer. Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights. Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer. Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call. PH: 8005771872 https://www.calltrackingmetrics.com/analytics-and-reporting/conversation-analytics/keyword-spotting/ |
| 4.) |  Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) PH: +61404697151 |
| 9.) |  Voxjar Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
