Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

News : Sharpen Technologies Helps onPeak Put Customers (and Agents) First

#contactcenterworld, @sharpentech

Indianapolis, IN, & Chicago, IL, USA, Oct 4, 2018 -- onPeak, a provider of hotel bookings for the events industry, has improved the customer experience and cut costs using Sharpen Technologies’ agent-first omni-channel cloud contact center platform.

"Sharpen’s intelligent routing and callback capabilities have helped us reduce hold times by about 75 percent," said onPeak’s senior director of operations John Hunt. "This, among other capabilities, have helped our contact center maintain an average 95 percent customer satisfaction rating, which is higher than our overall company rating of about 93 percent."

Further contributing to improved customer satisfaction is a better agent experience. "We’re all about quality of service, but we also believe our frontline agents must be happy to provide that," Hunt said. "Sharpen enabled us to quickly and cost-effectively support work-at-home agents, which has greatly improved the quality of their lives. They no longer have to fight traffic and pay commuting costs. This has left them with more time for their families, which supports our ‘family first’ policy. What’s more, agent sick time has dropped by about 65 percent."

"Sharpen has made it incredibly easy to manage all these remote agents," Hunt said. "I can literally whip out my iPhone and set a new inbound call route in one minute."

"We look at typical performance indicators, but those aren’t what drive us," Hunt said. "The beauty of Sharpen is that it gives us a single, easy-to-use system for flexibly monitoring, scoring and coaching agents. The platform’s use of analytics aggregates all this data to give us insights based on what’s uniquely important to us. And this functionality is all included. Those are typically expensive add-on features with other vendors."

"We cut ongoing costs by a third after we switched from our on-prem ShoreTel system to Sharpen," Hunt said. "It was a relief to no longer have to deal with servers, trunks and so on. Now, instead of having to pull in a bunch of IT people who understand all that infrastructure, we can maintain it ourselves."

"We were acquired and had separate contact centers when we deployed the Sharpen platform," Hunt said. "That left us having to manage three PBX systems with redundant carriers, T1 lines and a number of other telco complexities. The Sharpen platform allowed us to combine our businesses and consolidate centers. As a result, we were able to absorb all these extra costs while actually expanding. And instead of replacing IT staff that naturally attritioned out, we were able to reduce that group by more than half."

"Our deployment gave us a central system to broker what had been a bunch of siloed communications across our business units," Hunt said. "That was essential in order to maintain our quality of service following the acquisition."

"I had been warned that as Sharpen grew we wouldn’t get the same treatment," Hunt said. "Well, they’ve grown and nothing has changed. Sharpen's service and support teams are super responsive, just like they were on day one."

#contactcenterworld, @sharpentech

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Sharpen:
Company LogoSharpen 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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Voice Mail

Read today's tip or listen to it on podcast.

Published: Friday, October 5, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =