{"id":876,"date":"2021-09-27T10:04:14","date_gmt":"2021-09-27T10:04:14","guid":{"rendered":"https:\/\/technology.davies-group.com\/?post_type=shelf-solution&p=876"},"modified":"2024-10-08T07:05:47","modified_gmt":"2024-10-08T11:05:47","slug":"contact-centre-management","status":"publish","type":"shelf-solution","link":"https:\/\/davies-group.com\/northamerica\/technology\/customer-experience\/role\/contact-centre-management\/","title":{"rendered":"Contact Center Management"},"content":{"rendered":"
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Contact Center Management<\/h2>\n

Customer feedback: Get it. Use it. And grow.<\/strong><\/span><\/span>\u00a0<\/span><\/strong><\/h1>\n<\/div>\n
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Contact Center Management<\/h2>\n

Customer feedback: Get it. Use it. And grow.<\/strong><\/span><\/span>\u00a0<\/span><\/strong><\/h1>\n<\/div>\n<\/div>\n\n\n
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Customer feedback collection for contact centres <\/h5>\n

Capturing customer insights is one of the simplest and most effective ways to improve your service and the customer experience, powering process improvements, and encouraging employee engagement.\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

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88%<\/strong> of companies now prioritize\u00a0customer experience in their contact centers<\/span><\/span><\/em><\/p>\n<\/div>\n \n \n <\/div>\n <\/div>\n\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n\n\n

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\n Quick surveys with lasting benefits <\/h2>\n

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Customer Surveys<\/span><\/a>\u00a0are simple to set up and provide a cost-effective method of collecting real-time customer feedback. Through our multi-channel survey software, you can benefit from:<\/span>\u00a0<\/span><\/p>\n

IVR Surveys\u00a0<\/strong><\/h5>\n

IVR Surveys<\/span> allow robust sample sizes to be gathered, even at the individual agent level, providing valuable and personalized feedback. They also provide a fantastic opportunity for <\/span>instant recovery of unhappy customers.<\/span><\/a><\/p>\n

Email Surveys\u00a0<\/strong><\/h5>\n

Cost-effective, customizable, and easy to automate at both ends of the journey, <\/span>Email Surveys<\/span>\u00a0are an adaptable solution for gathering integral customer insights. Allowing customers to respond in their own time, email surveys can deliver a deeper degree of detail and insight.\u00a0<\/span>\u00a0<\/span><\/p>\n

SMS Surveys\u00a0<\/strong><\/h5>\n

Short, simple, and direct,\u00a0<\/span>SMS Surveys<\/span>\u00a0can deliver instant results. They\u2019re easy to deploy, and because they require\u00a0a lesser degree of\u00a0engagement, customers are more likely to respond.<\/span>\u00a0<\/span><\/p>\n <\/div>\n <\/div>\n

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\n What can we do for you? <\/h2>\n

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  1. Our IVR system for contact centers can deliver surveys following inbound calls to your contact center. Either by agent transfer or by serving outbound calls to customers who opted in during an initial IVR process. Customers leave their responses either via keypad or using their voice. Verbatims are captured as sound files and automatically transcribed within a couple of minutes by our voice-to-text engine, with a 95% accuracy rate. <\/span>\u00a0<\/span><\/li>\n
  2. Our email and SMS survey systems for call centers can be automatically deployed following every instance of customer contact. Fully customizable, we can tailor these surveys according to the specific customer insight areas of relevance to your business.\u00a0 <\/span>\u00a0<\/span><\/li>\n
  3. Whichever channel best suits your business, we can ensure you receive custom data that identifies the customer, the business process, and the agent can be automatically attached to each response and used to segment results.\u00a0<\/span>\u00a0<\/span><\/li>\n
  4. Verbatim prompts can be linked to any question in any survey format and tailored to previous responses through post-call IVR for call centers or email and SMS channels. They also provide a fantastic opportunity for <\/span>instant recovery of unhappy customers<\/span> and for collation of staff feedback. <\/span>\u00a0<\/span><\/li>\n<\/ol>\n <\/div>\n <\/div>\n <\/div>\n\n <\/div>\n\n\n <\/div>\n\n\n
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    \n Put performance management in the hands of your employees <\/h2>\n

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    As well as providing an invaluable guide for your CX strategy, our\u00a0<\/span>Voice of the Customer<\/span><\/a> software is a useful tool for the management and rewarding of contact center employee performance. Allowing team members to review customer feedback relating to them \u2013 and change their behavior accordingly. <\/span>\u00a0<\/span><\/p>\n

    Engage your agents with our performance management tools:\u00a0<\/span>\u00a0<\/span><\/p>\n