Managed services for contact centers encompass a range of outsourced functions aimed at improving efficiency, escalabilidade, e performance. By partnering with a managed services provider, businesses can offload critical tasks such as workforce management, technology maintenance, and customer service training to experienced professionals. This allows companies to focus on their core competencies while ensuring their contact center operates seamlessly.

Key Benefits of Managed Services:

🔹 Boost operational efficiency and reduce costs
🔹 Enhance customer satisfaction with expert support
🔹 Leverage cutting-edge technology and insights
🔹 Focus on your core business while we handle the rest

Managed services providers (MSP) are strategic partners highly skilled at designing, implementing, supporting, and managing your contact center technology. They are also trained to identify risks and opportunities.

An MSP offers a cost-effective alternative by leveraging its expertise to deliver superior services at a lower cost. This results in significant savings without compromising on quality. Scalability is another key advantage. As businesses grow, contact centers need to evolve and adapt. Managed services provide the flexibility to scale operations up or down based on demand, ensuring optimal resource utilization. This adaptability is crucial in handling seasonal spikes and unexpected surges in customer inquiries, ensuring a consistent customer experience.

There are multiple benefits to choosing to partner with an outsourcing technology expert, some of them being the optimization of your contact center performance and the immediate access to a wide range of specialist expertise.

Como a Collab pode te ajudar

Gerenciar um ecossistema de contact center é uma questão complexa – há muitos fatores para fazer malabarismos e conectar-se para obter a máxima eficiência. Graças ao Collab Support & Maintenance, as empresas podem se concentrar nos seus negócios – as implementações tecnológicas, manutenção e configurações básicas são realizadas pela nossa equipa de especialistas. Para mais informações, não hesite em contactar-nos.

Click aqui for more information about Managed Services by Collab.

The post Optimizing Your Contact Center With Managed Services appeared first on Collab.

The importance of building meaningful connections with customers is key in customer service. To achieve this, human agents need to be at their best, focusing on personalized, empathetic interactions. Live agent assistance empowers agents by guiding them throughout each customer interaction. This tool not only enhances efficiency but also frees up valuable time for agents to develop deeper connections with customers.

Live Agent Assist operates as an intelligent co-pilot, offering real-time assistance and insights to agents. By leveraging advanced AI, this tool can analyze ongoing conversations and provide relevant information, suggested responses, and next-best actions. This ensures that agents always have the right data at their fingertips, eliminating the need to search through knowledge bases or consult multiple resources. The result? A smoother, more efficient interaction that allows agents to focus on what truly matters — the customer.

One of the key benefits of live agent assistance is the significant reduction in handling time for routine queries. By automating repetitive tasks and providing instant access to information, the tool enables agents to resolve issues more quickly. This efficiency translates into more time available for agents to engage in meaningful conversations, understanding the customer’s needs, and delivering personalized service.

Live Agent Assist enhances the quality of customer interactions. With real-time prompts and contextual recommendations, every agent can provide more accurate and relevant responses in each interaction, contributing to an improved consistency of the company’s message. This not only boosts customer satisfaction but also helps in building trust and creating a bond.

Live assistance is a game-changer in the realm of customer service. By streamlining your contact center processes and providing real-time support, your agents can dedicate more time and energy to fostering meaningful connections with customers.

This tool not only improves efficiency and accuracy but also enhances the overall CX, proving that the human touch, when supported by smart technology, is indeed irreplaceable.

EMPOWER YOUR AGENTS TODAY!

The post Live Agent Assistance: Empowering Agents to Build Meaningful Connections appeared first on Collab.

Not everyone on the team can handle every issue skillfully, which may sometimes lead to an unsatisfying and poor customer experience. Agent scripts have become essential tools for streamlining interactions and enhancing customer satisfaction. Here are five key benefits of using agent scripts in contact centers:

1. Consistency and Compliance

Agent scripts ensure that every customer interaction is handled consistently. By providing a standardized set of responses and guidelines, scripts help agents follow the company’s policies and regulatory requirements. This uniformity is particularly crucial in industries with stringent compliance standards, such as finance and healthcare, where deviations can result in significant legal and financial repercussions.

2. Enhanced Training and Onboarding

Customer service requires ongoing training, helping agents to practice their responses in a stress-free environment. Scripts act as a safety net, allowing new agents to confidently engage with customers while they become familiar with company protocols. This reduces the time and resources needed for training and enables new hires to become productive more quickly. As a result, the overall efficiency of the contact center improves.

3. Enhanced Customer Experience

A well-crafted script ensures that all relevant information is communicated effectively, leaving little room for misunderstandings. Scripts can be designed to include empathy-driven language, guiding agents to create more personalized and positive interactions. This not only resolves issues more effectively but also fosters a stronger emotional connection with customers, driving loyalty and satisfaction.

4. Improved Efficiency and Reduced Handling Time

Scripts help agents navigate calls more efficiently by providing clear pathways for different types of customer inquiries. This reduces the average handling time (AHT) as agents can quickly access the information they need without hesitation. Consequently, customers experience shorter wait times and faster resolutions, which enhances overall satisfaction.

5. Better Quality Assurance

Quality assurance teams benefit from scripts as they provide a benchmark against which to measure agent performance. By evaluating adherence to scripts, QA teams can identify areas where agents excel or need improvement. This data-driven approach facilitates targeted coaching and training, leading to continuous improvement in service quality.

Como a Collab pode te ajudar

Agent scripts are invaluable tools in contact centers, driving consistency, efficiency, and quality. By leveraging scripts, contact centers can enhance training, ensure compliance, and deliver superior customer experiences, ultimately contributing to the organization’s success. Agent Scripting, by Collab, allows the implementation of powerful scripts with different levels of complexity and the possibility to reuse some script blocks in different situations or campaigns. Want to know more? Download our brochure e reach out for a demo today!

The post 5 Benefits of Using Agent Scripts in Contact Centers appeared first on Collab.

Top 5 reasons to consider an omnichannel strategy

Most companies must agree that an omnichannel approach can contribute to better results, acting as a brand differentiator, and bringing the following benefits:

1. Experiência aprimorada do cliente

An omnichannel strategy ensures that customers can interact with your brand through their preferred channels, whether it’s phone, email, live chat, social media, or SMS. This flexibility allows customers to switch between channels without losing the context of their conversation, leading to a more cohesive and satisfying experience.

2. Increased Customer Loyalty and Retention

Providing a seamless and consistent customer experience across all channels helps build trust and loyalty. Customers are more likely to remain loyal to a brand that values their time and effort, resulting in higher retention rates. An omnichannel approach fosters stronger relationships by ensuring customers feel heard and valued, no matter how they choose to interact.

3. Improved Efficiency and Productivity

Integrating multiple communication channels into a single platform helps streamline operations within your contact center. Agents can manage all interactions from one interface, reducing the time spent switching between systems and enabling quicker resolutions. This efficiency not only enhances productivity but also reduces operational costs.

4. Better Data Collection and Analysis

An omnichannel strategy allows for comprehensive data collection across various customer touchpoints. This unified data can be analyzed to gain valuable insights into customer behavior, preferences, and pain points. By understanding these patterns, businesses can make informed decisions, tailor their services, and predict future trends.

5. Competitive Advantage

In a crowded market, an omnichannel strategy can set your business apart. Customers expect convenience and consistency, and companies that deliver this are more likely to stand out. By adopting an omnichannel approach, you position your brand as innovative and customer-centric, giving you a significant edge over competitors who may still rely on traditional, fragmented communication methods.

In conclusion, an omnichannel strategy is not just a trend but a necessity for modern contact centers. It enhances customer experience, boosts efficiency, provides valuable insights, increases loyalty, and offers a competitive advantage, making it a vital component of any successful business strategy.

Como a Collab pode te ajudar

Collab’s OneContact is a next-generation contact center software. A 360º solution that combines multiple communication channels: voice, video, e-mail, social media, and chat (WhatsApp, Facebook Messenger, and Bots), all in the same interface. You can download our brochure aqui, for more information.

The post Top 5 reasons to consider an omnichannel strategy appeared first on Collab.

We are thrilled to announce that Collab will be sponsoring the upcoming CxSummit, taking place on June 6th, 2024, at the Leap Sete Rios in Lisbon. This event, organized by Media N9ve in partnership with Lab Experience, aims to discuss the latest trends and challenges in the relationship between companies and their customers.

The sessions will delve into the evolving world of CX, with discussion panels covering a wide range of topics, including the importance of CX, emerging technologies, and innovative strategies.

As a Premium Sponsor of CxSummit 2024, Collab is proud to present a keynote by Professor Aneesh Zutshi, titled “Leveraging AI for Superior Customer Service“. In this keynote, Professor Zutshi will explore the transformative impact of artificial intelligence on customer service. Professor Aneesh Zutshi will highlight emerging trends and innovative strategies, demonstrating how AI is revolutionizing business models and significantly enhancing customer experiences.

Collab will also participate in the discussion panel “Customer Experience at the Center of Digital Transformation“. Our CTO, José Luis Silva, will join other experts to discuss the central role of CX in digital transformation.

Mark your calendars for June 6th, 2024, and stay tuned for more updates. For detailed information about the event, follow the link below.

The post Join Collab at CxSummit 2024 appeared first on Collab.

In a basic call routing procedure, omnichannel routing (the contact distribution process) works just like routing calls in traditional call centers – except it includes more channels, such as e-mail, SMS, or video.

A contact center must choose its best call-assignment strategy: skills-based routing, most idle agent, most available agent, last agent routing, or cascade.

If your customers complain about having to go through multiple service reps before solving their queries, you should consider skills-based routing.

What is skills-based routing

Skills-based routing (SBR), or skills-based call routing, is a strategy used in call centers to allocate incoming calls to the most suitable agent, instead of simply choosing the next available agent. This system matches callers to agents based on required skills, such as language spoken or areas of expertise.

By providing information about your agents’ particular skill sets, you can define how customers should be routed to be matched with the most qualified agent for their particular need. This strategy ensures that customers feel valued and enables businesses to provide an exceptional service experience, thereby improving the customer experience.

Key benefits of skills-based routing

While improving customer experience is the most evident benefit, skills-based routing can also enhance internal workforce operations. Let’s take a closer look at the specific benefits:

Improve Customer Satisfaction

SBR ensures that customers are assisted by the right, skilled agent who has the appropriate tools and knowledge. Customer satisfaction increases when a contact center has a specialized team with exceptional skills. This guarantees that problems are handled by the most highly trained agents for the specific matter.

Increase First-Call Resolution

Skills-based routing finds the perfect match for your customer. Calls are distributed to agents with relevant skill sets, increasing their chances of solving issues on the first call. This enables call centers to reduce handling time and boost first-call resolution rates.

Reduce Agent Training

By identifying the relevant skills that a contact center agent already possesses and building a routing strategy around them, you can reduce the need for extensive training. This approach allows agents to focus on their strengths, leading to more efficient problem-solving.

Performance Management

Skills-based routing can also improve the performance and productivity of agents. Allowing agents to handle requests that align with their skills can reduce the average time spent with callers, enabling them to assist more people more efficiently.

Como a Collab pode te ajudar

The contact center software and its integration with CRM and business applications are essential for delivering exceptional customer experiences. At Collab, we offer a 360º contact center solution that combines multiple communication channels within a single interface.

Our OneContact platform provides several routing strategies built into its Intelligent Router. These strategies are immediately available, with no need to design specific routing scripts. One of the options provided is skills-based distribution.

The post Why choose skills-based routing appeared first on Collab.

OneContactCC 3.7 is now Citrix-Ready

OneContactCC 3.7 is now granted the certification to include Citrix in our system as to optimize the user experience. Citrix HDX delivers a high-definition experience to users of centralized applications and desktops, on any device and over any network, as well as HDX webcam video conferencing and webcam video compression.

About OneContact CC

OneContact is Collab’s contact center solution that combines multiple communication channels: voice, video, e-mail, social media and chat into one single interface. Know more by following this link.

Key Features & Benefits:

• Browser-Based
• Flexible and Scalable
• Customizable
• Seguro
• Several deployment options (cloud, on-prem, hybrid)
• Powered by AI
• Roteamento inteligente
• Reports and analytics
• Fluxos de OneContact
• Monitoramento de qualidade com Speech Analytics
• …and much more!

The post Collab is Citrix Ready Validated appeared first on Collab.

(Note: this article is focused on inbound call centers)

1. AHT: Average Handle Time

Average Handle Time is the average duration of a single transaction, including hold time, talk time, and the related tasks that follow a call.

Na tabela abaixo, vemos o que normalmente acontece quando alguém liga para uma linha de atendimento ao cliente e os respectivos KPIs.

AHT is a useful metric for assessing the efficiency of call agents as well as overall process effectiveness. Optimizing AHT can help in reducing costs and improving customer experience, but it’s important to balance AHT with quality service to avoid rushed interactions.

Como posso otimizar e reduzir o AHT?

To reduce AHT you should focus on: 

• Fast devices and good internet connection:
  Isso deve ser uma prioridade em todo call center - a infraestrutura não deve afetar o desempenho ou os clientes.
• Intuitive, unified platform for agents:
  If all the information is properly accessible and easily consulted, everything goes smoother and faster.
• Solid training:
  If agent training is good, the agents’ responses will be quick and convenient.
• Up-to-date, user-friendly Support Portal:
  Many customer questions can be answered in a FAQ, knowledge base or support portal. Redirecting customers to a webpage with the information they need is time-saving for both parties
• Intelligent Routing:
  By implementing this feature in a call center, AHT reduces and customer satisfaction increases because there’s no longer need to transfer the call or put it on hold.

2. FCR: First Call resolution

First Call Resolution is perhaps the most critical indicator of customer satisfaction and operational efficiency in a call center. FCR measures the percentage of calls that are resolved without the need for a follow-up.

A high FCR not only boosts customer satisfaction but also reduces operational costs by minimizing the number of repeat calls.

How to Improve FCR:

• Intuitive and advanced call center software:
  Agent routing capabilities, artificial intelligence and automation are all very useful to enhance every call flow and assure a higher FCR.
• Centralized Information:
  Agents must have a handy system that displays transversal services, like billing and technical support, without facing roadblocks.
• Identification of customer journeys and call routing:
  Dúvidas comuns e consultas do cliente devem ser consideradas para prever os próximos passos do cliente. O roteamento de chamadas entrega cada problema ao agente certo.

3. NPS: Net Promoter Score

Net Promoter Score (NPS) measures customer loyalty and the likelihood of customers recommending your service to others.

NPS is determined by asking customers how likely they are to recommend the business on a scale from 0 to 10 and categorizing them into Promoters, Passives, and Detractors.

NPS is a powerful metric that complements CSAT by providing insights into the customer’s overall satisfaction and loyalty.

Como posso melhorar o NPS do call center?

To improve NPS rate the best thing to do is to listen to the costumers and understand what can be improved.

Don’t forget that Promoters feedback is as valuable as detractors and passives. Mapping the strong and weak points can be a good start to draw a strategy for NPS improvement.

4. NBA: Next Best Action

Next Best Action is an advanced metric that leverages data analytics to suggest the optimal follow-up actions agents should take with a customer. This could include offering specific services, addressing potential issues proactively, or scheduling follow-up calls.

NBA helps personalize customer interactions, enhance satisfaction, and increase the likelihood of upselling and cross-selling.

How to implement and Measure the NBA:

Implementing and measuring NBA in a call center involves a series of strategic steps:

• Data Collection and Integration:
  Gather and unify data from multiple sources such as customer interactions, transaction histories, and digital behaviors to create a comprehensive view of each customer.

• Analytical Tools and Models:
  Use analytics and machine learning to analyze customer data and define decision rules that dictate the optimal actions based on customer profiles and behaviors.

• Technology Implementation:
  Deploy a robust CRM system or an analytics platform that supports real-time data processing and NBA capabilities.

• Operational Execution:
  Train agents to use these insights during customer interactions for real-time decision making, ensuring that actions are aligned with customer data insights.

• Performance Measurement:
  Establish key KPIs to measure the effectiveness of NBA strategies.

5. Abandon Rate

Abandon Rate tracks the percentage of callers who hang up before reaching an agent. This metric is crucial for understanding customer frustration and potential service issues.

A high abandon rate often indicates inadequate staffing or ineffective call routing, impacting customer satisfaction and retention negatively.

How to reduce Abandon rates:

Reducing the abandon rate in a call center is crucial for improving customer satisfaction and operational efficiency. Here are targeted strategies to effectively lower this rate:

• Optimize Staffing Levels:
  Ensure adequate staffing during peak hours using WFO to predict high traffic periods and schedule accordingly.

• Enhance Interactive Voice Response (IVR) System:
  Streamline the IVR process to make it more user-friendly.

• Implement Callback Technology:
  Offer callers the option to receive a callback instead of waiting in a queue.

• Monitor and Adjust Call Routing:
  Use data analytics to regularly review and optimize call routing rules.

• Train Agents Efficiently:
  Improve agent training on handling calls more efficiently to reduce call durations and manage queues better.

• Expand Self-Service Options:
  Enhance self-service capabilities through your website, mobile app, or voice responses to resolve common issues without needing to speak with an agent.

By closely monitoring these KPIs, call centers can refine their customer interaction strategies, improve service delivery, and better meet the needs of their clients. Regular assessment and adjustment based on these metrics facilitate a proactive approach to call center management, ultimately enhancing both customer loyalty and operational productivity.

> Clique aqui to know more about OneContact DataStudio, the reporting and monitoring platform for all your contact center activities.

The post 5 Call Center KPIs That You Should be Tracking appeared first on Collab.

O que é URA?

Quando os clientes ou prospects chegam aos call centers, eles são recebidos com uma mensagem de boas-vindas pré-gravada. É quando o menu IVR é apresentado ao chamador. O IVR oferece prontamente aos chamadores uma série de opções que os levarão ao departamento certo. Caso a categoria necessária não esteja listada, os chamadores podem optar por serem transferidos para um agente humano.

Principais benefícios da tecnologia IVR

Os sistemas IVR permitem que os clientes resolvam seus problemas ou encontrem informações sem a necessidade de interação humana direta, levando a tempos de resolução mais rápidos e maior satisfação. A integração da IA dá um passo adiante, permitindo que consultas mais complexas sejam compreendidas e abordadas, proporcionando uma experiência de interação mais natural e eficiente. Abaixo, você pode encontrar os principais benefícios do IVR.

Roteamento de chamadas eficiente

Os sistemas IVR aprimorados por IA se destacam na compreensão e processamento de solicitações de clientes por meio de processamento de linguagem natural. Esse recurso permite o roteamento preciso e eficiente de chamadas para o departamento ou agente apropriado, reduzindo significativamente os tempos de espera e melhorando as taxas de resolução na primeira chamada. Isto não só aumenta a satisfação do cliente, mas também otimiza a distribuição da carga de trabalho entre os agentes.

Chamadas reduzidas e FCR aumentado

O IVR atende instantaneamente uma chamada de cliente e a direciona para o departamento solicitado por meio do roteamento de chamadas. Isso reduz as ligações, pois os clientes são prontamente atendidos pelo agente ou departamento que melhor atende às suas necessidades. Caso não exista uma opção adequada no menu IVR para o cliente escolher, existe sempre a possibilidade de falar com um agente.

O direcionamento de chamadas para a equipe mais qualificada reduzirá a probabilidade de a chamada ser transferida para outro agente, o que aumenta significativamente a Resolução de Primeira Chamada (FCR).

Interações aprimoradas e personalizadas com o cliente

Reduzir chamadas perdidas e interrupções enriquecendo a experiência de espera melhora a satisfação do cliente – e o IVR pode ajudá-lo com isso. O Interactive Voice Response veio para transformar a experiência do cliente, disponibilizando uma ferramenta eficaz de autoatendimento. O sistema direciona a chamada para o melhor agente para atender a consulta, melhorando a produtividade! Você pode adicionar as diretrizes mais importantes ao seu menu IVR e garantir que os chamadores tenham as respostas para todas as suas perguntas. Você também pode contar com assistentes virtuais para fazer anúncios de tempo de espera, gerenciar solicitações de retorno de chamada IVR, fornecer ferramentas adicionais de autoatendimento e garantir disponibilidade 24 horas por dia, 7 dias por semana.

Os sistemas IVR orientados por IA podem analisar dados de clientes e interações anteriores para entregar mensagens e soluções personalizadas. Essa abordagem personalizada não apenas melhora a satisfação do cliente, mas também promove a fidelidade, fazendo com que os clientes se sintam valorizados e compreendidos.

Melhor desempenho do agente

Com sistemas IVR orientados por IA que lidam com consultas e tarefas de rotina, os agentes ficam livres para se concentrar em questões mais complicadas. Isto não só melhora a sua eficiência, mas também contribui para uma maior satisfação no trabalho, à medida que os agentes se envolvem em trabalhos mais significativos e desafiantes. Além disso, as informações coletadas pelo sistema IVR durante a interação inicial podem ser usadas para fornecer aos agentes um contexto valioso antes mesmo de falarem com o cliente, aumentando ainda mais a produtividade.

Melhor imagem da marca

Uma imagem de marca positiva e boa credibilidade são cruciais para qualquer negócio. Embora às vezes difícil de manter devido ao grande volume de clientes para atender, estes podem ser muito melhorados pelo IVR, pois permite a resolução dos problemas de chamadas recebidas de forma rápida e eficiente.

Os sistemas IVR oferecem benefícios significativos para empresas que buscam melhorar seu atendimento ao cliente, eficiência e recursos de análise de dados. Os avanços contínuos na tecnologia de IA prometem melhorias ainda maiores aos sistemas IVR, tornando-os uma parte indispensável das estratégias de atendimento ao cliente.

Você pode dar uma olhada em outros artigos que podem ser do seu interesse:

> As 3 principais razões pelas quais o atendimento ao cliente é importante
> Por que escolher o roteamento baseado em habilidades

The post 5 Top Benefits of IVR Technology appeared first on Collab.

“Com esta nova plataforma, a FlighSite tem acesso a uma solução CX de ponta e ganha escalabilidade e flexibilidade, ajustando facilmente os recursos para atender à demanda durante os períodos de pico de viagens.”

Rian Bornman

Diretor Fundador, FlightSite

Caso de sucesso do FlightSite

A Flightsite é a primeira agência de viagens online da África, com sede na Cidade do Cabo, África do Sul, e atende milhares de viajantes todos os meses para reservar suas férias em todo o mundo. Ela estava procurando uma nova solução de contact center para melhorar a escalabilidade, a flexibilidade e a economia do atendimento ao cliente durante os períodos de pico de viagens. Leia abaixo para obter detalhes sobre o caso de sucesso do FlightSite.

Desafios

Alguns dos desafios enfrentados neste projeto foram:

• Expectativas e experiência do cliente: Os clientes têm grandes expectativas em relação às reservas de viagens online, incluindo conveniência, transparência, recomendações personalizadas e excelente atendimento ao cliente. Atender a essas expectativas e fornecer uma experiência superior ao cliente pode ser um desafio.
• Complexidade Tecnológica: As Agências de Viagens Online (OTAs) dependem fortemente de plataformas tecnológicas robustas e escaláveis para lidar com grandes volumes de consultas, processar reservas, gerenciar pagamentos e oferecer uma experiência de usuário perfeita em vários canais. Acompanhar os avanços tecnológicos e manter uma plataforma confiável e fácil de usar pode ser um desafio significativo.
• Segurança e privacidade de dados: As OTAs lidam com dados confidenciais de clientes, incluindo informações pessoais e financeiras. É crucial garantir a segurança e a privacidade dos dados dos clientes, e as OTAs devem investir em medidas de segurança robustas e cumprir os regulamentos de proteção de dados, como o Regulamento Geral de Proteção de Dados (RGPD).

O projeto

A FlighSite implementou com sucesso a solução de contact center baseada em nuvem da Collab, revolucionando suas operações de atendimento ao cliente. Com o novo sistema, a FlighSite tem acesso a uma solução CX de ponta e ganha escalabilidade e flexibilidade, ajustando facilmente os recursos para atender à demanda durante os períodos de pico de viagens. A solução oferece economia ao eliminar investimentos iniciais em hardware e fornecer um modelo de pagamento conforme o uso.

Esta solução baseada em nuvem fornece ainda análises e insights abrangentes, permitindo que o FlighSite tome decisões baseadas em dados e melhore continuamente a experiência do cliente.

Resultados

A mudança para a solução baseada em nuvem da Collab proporcionou vários benefícios que impactaram positivamente as operações e o atendimento ao cliente:

Escalabilidade e flexibilidade: Um contact center baseado em nuvem permite que o FlighSite aumente ou diminua conforme necessário. A flexibilidade para adicionar ou remover agentes, linhas telefônicas ou canais é importante para acomodar flutuações sazonais, períodos de pico de viagens e crescimento de um negócio.

Eficiência de custos: A implementação da solução Collab eliminou a necessidade de grandes investimentos iniciais em hardware e infraestrutura.

Flexibilidade Geográfica: A solução de contact center baseada em nuvem da Collab permite que o FlighSite tenha agentes trabalhando em qualquer lugar com conexão à Internet. Com esta flexibilidade, os funcionários podem trabalhar remotamente e a empresa pode operar em equipas distribuídas ou aceder a um conjunto maior de talentos.

Suporte multicanal: Collab oferece suporte a vários canais de comunicação, como chamadas de voz, e-mail, chat na web, mídias sociais e WhatsApp. Isso permite que o FlighSite ofereça suporte omnicanal ao cliente, permitindo que os clientes interajam por meio de seus canais preferidos. Ajuda a melhorar a satisfação e o envolvimento do cliente, fornecendo experiências perfeitas em diferentes pontos de contato.

Roteamento e enfileiramento avançados: Collab oferece recursos de roteamento inteligente para garantir que as consultas dos clientes sejam direcionadas aos agentes ou departamentos mais apropriados. Eles podem encaminhar chamadas com base em fatores como idioma, conjunto de habilidades, histórico do cliente ou prioridade. O roteamento eficiente de chamadas reduz o tempo de espera do cliente e melhora as taxas de resolução na primeira chamada.

Análises e insights: Collab fornece relatórios detalhados e recursos analíticos.

As soluções baseadas em nuvem permitem que a FlighSite forneça atendimento ao cliente com boa relação custo-benefício à medida que seus negócios crescem. Ao fazer parceria com a Collab, a FlighSite pode se concentrar em fornecer um portal de viagens inovador, enquanto a Collab cuida de todas as necessidades de comunicação.

“A FlightSite fornece serviços para empresas móveis, de varejo e bancárias e, do ponto de vista de serviços e conformidade, temos desfrutado de um forte relacionamento de trabalho com a 1Stream, que nos fornece a solução Collab que atende a todas as necessidades de nossos clientes.

Com esta nova plataforma, a FlighSite tem acesso a uma solução CX de ponta e ganha escalabilidade e flexibilidade, ajustando facilmente os recursos para atender à demanda durante os períodos de pico de viagens.”

Rian Bornman

Diretor Fundador, FlightSite

Principais benefícios

Solução omnicanal

Eficiência de custos

Escalabilidade e flexibilidade

Roteamento Inteligente

Análises e insights

Baixe o estudo de caso

The post Case Study: FlightSite appeared first on Collab.