Contact Center

It's All About the Customer

Gone are the days when customers were satisfied with a simple inbound call center. Nowadays you need to delight them with different modes of connecting and ensure these modes give them the best possible experience.

Tracking how a customer contacts you is critical to understanding what is working and what may need to be upgraded. Utilizing SMS, email, chat, web, Twitter and Facebook gives you the ability to provide a rewarding conversation with your customers, and it allows them to use the communication mode of their choice.

If you need to focus on your people and not your contact center technology, we can help! ConvergeOne Contact Center Managed Services can take on the day-to-day tasks of administration and updates as well as monitor even the most custom-developed contact center applications. LEARN MORE

How are customers contacting you now? How many times have they called? Is it more important to know how long they have been on the phone, or how satisfied they are with your service? New modes of communication allow for new metrics to understand your customer’s journey. With analytics and advanced reporting you have much more data available to start asking different questions about how your customers are being treated, and more importantly, how happy they are with your service. LEARN MORE

Nothing is more frustrating for a customer than going through an automated interactive voice response (IVR) system only to be asked the exact same questions when they reach an agent. With today’s modern contact center solutions, we can bring new technologies and integrations to your agents, as well as supervisors, to provide both a better experience for them, and your customers. LEARN MORE

“Press 1 for sales, press 2 for marketing…” is a thing of the past. No one wants to navigate through endless menus only to sit in line forever only to end up with the wrong agent. Today’s modern IVR applications can help to identify customers and customize how they get their answers as fast as possible – sometimes even without ever talking to an agent. It can also assist in creating new ways to prepare customers so they know what to expect; you can allow customers to opt for a call back, or serve themselves, or a host of other options. LEARN MORE

Omnichannel communications allows you the ability to create a seamless experience for your customers as well as a way to report about all the modes customers are using in common reports. How many times have they emailed you? Did they call you first? Have they posted anything on social media about their experience? Without omnichannel, there is no ability to track customer journeys. LEARN MORE

Working from home. Working from the road. Working from wherever. It’s not really important where the work gets done, only that it does get done. With modern communications systems we can establish a working environment wherever your employees feel most comfortable. LEARN MORE

Many of the younger generation are bypassing traditional contact centers all together and turning directly to social media for resolutions, simply assuming that the company they’re addressing is listening. You don’t want to be the one who isn’t. Quick resolutions lead to positive feedback that show your customers you take their feedback very seriously. Conversely, ignoring your customers could turn into a potential viral nightmare. LEARN MORE

Thanks to the cloud, your applications can be more powerful than ever. And with integration software for Salesforce.com and Oracle Service Cloud your call center employees can be more productive than ever, while providing a more customized and streamlined experience for your customers. LEARN MORE

Workforce Optimization (WFO) has evolved with new algorithms and tools to get more input, which allows contact centers to schedule not just the right amount of agents, but the right agents to begin with. Whether it is performance based scheduling or retention targets, WFO is a needed tool to ensure the agent workforce is working for you.

As for monitoring, whether it is for quality or compliance, the ability to hear exactly what is going on between agents and customers is a common necessity for most contact center managers. And simply recording calls, and then listening to them later, is not enough. The ability to score samples and give feedback to agents for training is just the first step. In addition, there are more options to search for keywords in conversations, real-time monitoring and analytics on the recordings that can identify trends or changes to how your agents interact with your customers. LEARN MORE

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