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.
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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
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
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
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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.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
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InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.