Businesses traditionally use tools such a customer satisfaction scores (CSAT), net promotor scores (NPS), customer retention rates, customer churn rates & online reviews to understand how their businesses is performing overall.
Modern contact centres, large organisations & ecommerce businesses deal with a lot of inbound queries on a daily basis, not just over the phone, but via live chat, email, WhatsApp & social media which is why it’s never been more important to monitor call outcomes to make sure you know exactly what’s driving enquiries into your business so you can stay one step ahead.
Omni-channel customer service is the seamless assistance of your customers queries across multiple contact channels at different touch points.
The supervisor screen is designed to help customer service, sales & contact centre managers enhance their team’s performance. It gives you a 360-degree view of all your agents in real time showing you important information needed to effectively support & coach your agents & deliver a better customer experience.
These 5 features will help transform your business by enabling you to deal with more tasks or deal with more customer conversations than you thought possible.
To do this, you really need to place your customer at the centre of everything, it may sound obvious, but most businesses forget this down the line & it starts to show.
Hybrid working is no longer the buzz word of 2021, it’s becoming the reality of the workforce in 2022!
Omni-channel is proving to be a game changer for a lot of businesses when it comes to customer experience.
No business is perfect & mistakes happen. How quickly you deal with these mistakes can be the difference between an unhappy customer ready to tell the world how bad you are VERSUS an understanding customer happy to recommend you to friends & spend money with you again