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.

The short answer – for the same reason why we don’t grow our own food or generate our own electricity – some things are best left to specialists in their arena.

The Spanish government announced this month a new draft bill to make it a legal requirement for businesses to answer all calls within 3 minutes. They are also proposing to make it a requirement for any IVR phone tree to demand the attention of a live operator.

Omni-channel customer service is the seamless assistance of your customers queries across multiple contact channels at different touch points.

By integrating HelloPeter in QContact we have seen businesses improve their TrustIndex by over 50% and reduce average time to answer to 1 hour.

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.

We today launched our integration with Instagram – taking us to 20 integrations. All provided free-of-charge to every single one of our users.