Your customers are the lifeblood of your business. Clearly you need to give them the best possible service in the most cost-effective way. We bring years of experience managing customer support for clients and work with our clients to establish the right channels to support their customers, through phone, email, chat, text, web and social forums.
We also believe the contact centers offer a unique opportunity to better understand your customers. After all, contact center representatives talk to, send emails and chat with your customers all day long. Using speech and text analytics, our consulting team can work with you to mine and analyze customer interactions for CSAT trends, customer support process improvement opportunities and how your product or service could be improved to better serve your customers. This knowledge is brought back to the agent through specific communication, training, coaching and mentoring initiatives at both individual and group levels. This constant, consistent feedback provides improved skills, performance and customer experience, which are measured on every transaction.