Managed services for contact centers encompass a range of outsourced functions aimed at improving efficiency, escalabilidad, y 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.

Cómo Collab puede ayudarte

Administrar un ecosistema de centro de contacto es un asunto complejo: hay muchos factores que hacer malabarismos y conectarse para obtener la máxima eficiencia. Gracias a Collab Support & Maintenance, las empresas pueden concentrarse en su negocio: nuestro equipo de expertos realiza las implementaciones tecnológicas, el mantenimiento y las configuraciones esenciales. Para más información, no dude en Ponerse en contacto.

Click aquí 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.

Cómo Collab puede ayudarte

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 y 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. Experiencia del cliente mejorada

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.

Cómo Collab puede ayudarte

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 aquí, 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.

Cómo Collab puede ayudarte

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.

(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.

En la siguiente tabla, vemos lo que sucede normalmente cuando alguien llama a una línea telefónica de servicio al cliente y los respectivos KPI.

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.

¿Cómo puedo optimizar y reducir la HTA?

To reduce AHT you should focus on: 

• Fast devices and good internet connection:
  Esto debería ser una prioridad en todos los centros de llamadas: la infraestructura no debe afectar al rendimiento ni a los 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:
  Se deben considerar las dudas comunes y las consultas de los clientes para predecir los próximos pasos del cliente. El enrutamiento de llamadas entrega cada problema al agente adecuado.

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.

¿Cómo puedo mejorar el NPS del centro de llamadas?

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.

> haga clic aquí 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.

¿Qué es IVR?

Cuando los clientes actuales o potenciales se comunican con los centros de llamadas, primero se les saluda con un mensaje de bienvenida pregrabado. Aquí es cuando se presenta el menú IVR a la persona que llama. IVR brinda rápidamente a las personas que llaman una serie de opciones que los llevarán al departamento correcto. En caso de que la categoría necesaria no esté en la lista, las personas que llaman pueden optar por ser transferidas a un agente humano.

Principales beneficios de la tecnología IVR

Los sistemas IVR permiten a los clientes resolver sus problemas o encontrar información sin la necesidad de interacción humana directa, lo que genera tiempos de resolución más rápidos y una mayor satisfacción. La integración de la IA va un paso más allá al permitir comprender y abordar consultas más complejas, proporcionando una experiencia de interacción más natural y eficiente. A continuación, puede encontrar los principales beneficios de IVR.

Enrutamiento de llamadas eficiente

Los sistemas IVR mejorados con IA destacan por comprender y procesar las solicitudes de los clientes mediante el procesamiento del lenguaje natural. Esta capacidad permite enrutar llamadas de manera precisa y eficiente al departamento o agente apropiado, lo que reduce significativamente los tiempos de espera y mejora las tasas de resolución de la primera llamada. Esto no sólo mejora la satisfacción del cliente sino que también optimiza la distribución de la carga de trabajo entre los agentes.

Reducción de llamadas y mayor FCR

IVR responde instantáneamente la llamada de un cliente y la dirige al departamento solicitado a través del enrutamiento de llamadas. Esto reduce las llamadas ya que los clientes son atendidos rápidamente por el agente o departamento que mejor se adapta a sus necesidades. Si no hay una opción adecuada en el menú de IVR para que el cliente elija, siempre existe la posibilidad de hablar con un agente.

Dirigir las llamadas al personal más calificado hará que sea menos probable que la llamada se transfiera a otro agente, lo que aumenta significativamente la resolución en la primera llamada (FCR).

Interacciones con el cliente mejoradas y personalizadas

Reducir las llamadas perdidas y los cortes al enriquecer la experiencia de espera mejora la satisfacción del cliente, y IVR puede ayudarle con ello. Interactive Voice Response llegó para transformar la experiencia del cliente, brindando una herramienta de autoservicio eficaz. El sistema dirige la llamada al mejor agente para manejar la consulta, ¡mejorando la productividad! Puede agregar las pautas más importantes a su menú IVR y asegurarse de que las personas que llaman tengan las respuestas a todas sus preguntas. También puede confiar en asistentes virtuales para hacer anuncios de tiempo de espera, gestionar solicitudes de devolución de llamadas de IVR, proporcionar herramientas de autoservicio adicionales y garantizar la disponibilidad las 24 horas, los 7 días de la semana.

Los sistemas IVR impulsados por IA pueden analizar los datos de los clientes y las interacciones pasadas para ofrecer mensajes y soluciones personalizados. Este enfoque personalizado no sólo mejora la satisfacción del cliente sino que también fomenta la lealtad al hacer que los clientes se sientan valorados y comprendidos.

Rendimiento mejorado del agente

Con los sistemas IVR impulsados por IA que manejan consultas y tareas de rutina, los agentes tienen libertad para concentrarse en cuestiones más complicadas. Esto no sólo mejora su eficiencia, sino que también contribuye a una mayor satisfacción laboral, ya que los agentes participan en un trabajo más significativo y desafiante. Además, la información recopilada por el sistema IVR durante la interacción inicial se puede utilizar para proporcionar a los agentes un contexto valioso incluso antes de hablar con el cliente, lo que mejora aún más la productividad.

Imagen de marca mejorada

Una imagen de marca positiva y una buena credibilidad son cruciales para cualquier negocio. Aunque a veces es difícil de mantener debido al gran volumen de clientes a los que atender, IVR puede mejorarlos en gran medida, ya que permite resolver los problemas de las llamadas entrantes de manera rápida y eficiente.

Los sistemas IVR ofrecen importantes beneficios para las empresas que buscan mejorar su servicio al cliente, su eficiencia y sus capacidades de análisis de datos. Los continuos avances en la tecnología de IA prometen mejoras aún mayores a los sistemas IVR, convirtiéndolos en una parte indispensable de las estrategias de servicio al cliente.

Puedes echar un vistazo a otros artículos que pueden ser de tu interés:

> Las 3 razones principales por las que el servicio al cliente es importante
> Por qué elegir el enrutamiento basado en habilidades

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

"Con esta nueva plataforma, FlighSite tiene acceso a una solución CX de vanguardia y gana escalabilidad y flexibilidad, ajustando fácilmente los recursos para satisfacer la demanda durante los períodos pico de viajes".

Rian Bornman

Director fundador, Sitio de vuelo

Caso de éxito de FlightSite

Flightsite es la primera agencia de viajes en línea de África con sede en Ciudad del Cabo, Sudáfrica, y atiende a miles de viajeros cada mes para reservar sus vacaciones en todo el mundo. Buscaba una nueva solución de centro de contacto para mejorar la escalabilidad, la flexibilidad y la rentabilidad del servicio al cliente durante los períodos de mayor actividad de viajes. Lea a continuación para obtener detalles sobre el caso de éxito de FlightSite.

Desafíos

Algunos de los desafíos enfrentados en este proyecto fueron:

• Expectativas y experiencia del cliente: Los clientes tienen altas expectativas con respecto a las reservas de viajes en línea, incluida la conveniencia, la transparencia, las recomendaciones personalizadas y un excelente servicio al cliente. Cumplir estas expectativas y brindar una experiencia superior al cliente puede ser un desafío.
• Complejidad Tecnológica: Las agencias de viajes en línea (OTA) dependen en gran medida de plataformas tecnológicas sólidas y escalables para manejar grandes volúmenes de consultas, procesar reservas, gestionar pagos y ofrecer una experiencia de usuario perfecta a través de múltiples canales. Mantenerse al día con los avances tecnológicos y mantener una plataforma confiable y fácil de usar puede ser un desafío importante.
• Seguridad y privacidad de los datos: Las OTA manejan datos confidenciales de los clientes, incluida información personal y financiera. Es crucial garantizar la seguridad y privacidad de los datos de los clientes, y las OTA deben invertir en medidas de seguridad sólidas y cumplir con las normas de protección de datos, como el Reglamento General de Protección de Datos (GDPR).

El proyecto

FlighSite ha implementado con éxito la solución de centro de contacto basada en la nube de Collab, revolucionando sus operaciones de servicio al cliente. Con el nuevo sistema, FlighSite tiene acceso a una solución CX de vanguardia y gana escalabilidad y flexibilidad, ajustando fácilmente los recursos para satisfacer la demanda durante los períodos pico de viajes. La solución ofrece rentabilidad al eliminar las inversiones iniciales en hardware y proporcionar un modelo de pago por uso.

Esta solución basada en la nube proporciona además análisis e información integrales, lo que permite a FlighSite tomar decisiones basadas en datos y mejorar continuamente la experiencia del cliente.

Resultados

Pasar a la solución basada en la nube de Collab proporcionó varios beneficios que impactaron positivamente las operaciones y el servicio al cliente:

Escalabilidad y flexibilidad: Un centro de contacto basado en la nube permite a FlighSite ampliar y reducir según sea necesario. La flexibilidad para agregar o eliminar agentes, líneas telefónicas o canales es importante para adaptarse a las fluctuaciones estacionales, los períodos pico de viajes y el crecimiento de una empresa.

Eficiencia de costo: La implementación de la solución de Collab eliminó la necesidad de grandes inversiones iniciales en hardware e infraestructura.

Flexibilidad geográfica: La solución de centro de contacto basada en la nube de Collab permite a FlighSite tener agentes trabajando desde cualquier lugar con conexión a Internet. Con esta flexibilidad, el personal puede trabajar de forma remota y la empresa puede operar en equipos distribuidos o acceder a un grupo de talentos más grande.

Soporte multicanal: Collab admite varios canales de comunicación, como llamadas de voz, correo electrónico, chat web, redes sociales y WhatsApp. Esto permite a FlighSite ofrecer atención al cliente omnicanal, permitiendo a los clientes interactuar a través de sus canales preferidos. Ayuda a mejorar la satisfacción y el compromiso del cliente al brindar experiencias fluidas en diferentes puntos de contacto.

Enrutamiento y colas avanzados: Collab ofrece capacidades de enrutamiento inteligente para garantizar que las consultas de los clientes se dirijan a los agentes o departamentos más adecuados. Pueden enrutar llamadas en función de factores como el idioma, el conjunto de habilidades, el historial del cliente o la prioridad. El enrutamiento de llamadas eficiente reduce los tiempos de espera de los clientes y mejora las tasas de resolución de la primera llamada.

Análisis e información: Collab proporciona funciones de análisis e informes detallados.

Las soluciones basadas en la nube permiten a FlighSite brindar un servicio al cliente rentable a medida que crece su negocio. Al asociarse con Collab, FlighSite puede centrarse en proporcionar un portal de viajes innovador mientras Collab se encarga de todas las necesidades de comunicación.

“FlighSite brinda servicios a empresas de telefonía móvil, minoristas y bancarias y, desde una perspectiva de servicio y cumplimiento, hemos disfrutado de una sólida relación de trabajo con 1Stream, quien nos brinda la solución Collab que cumple con todos los requisitos de nuestros clientes.

Con esta nueva plataforma, FlighSite tiene acceso a una solución CX de vanguardia y gana escalabilidad y flexibilidad, ajustando fácilmente los recursos para satisfacer la demanda durante los períodos pico de viajes”.

Rian Bornman

Director fundador, Sitio de vuelo

Beneficios clave

Solución omnicanal

Eficiencia de costo

Escalabilidad y flexibilidad

Enrutamiento inteligente

Análisis e información

Descargar caso de estudio

The post Case Study: FlightSite appeared first on Collab.

1. Adopte el soporte omnicanal con OneContact

Los clientes esperan un servicio perfecto en todos los canales de comunicación. Integrar el soporte omnicanal en los flujos de trabajo de su centro de contacto es esencial para cumplir con estas expectativas. Colaboraciones OneContact se destaca como una solución integral que permite a los agentes interactuar con los clientes por teléfono, correo electrónico, redes sociales y chat en vivo a través de una única interfaz. Esto no sólo mejora la experiencia del cliente sino que también mejora la eficiencia de los agentes y la optimización del flujo de trabajo.

> Conozca más sobre la solución Collab Omnichannel

2. Aproveche la tecnología de vanguardia para lograr flujos de trabajo eficientes

La clave para lograr flujos de trabajo eficientes en los centros de contacto radica en invertir en la tecnología adecuada. Los sistemas de distribución automatizada de llamadas (ACD) y las herramientas CRM son esenciales para enrutar las llamadas de manera efectiva y brindar a los agentes acceso instantáneo a los historiales de los clientes. La implementación de chatbots para manejar consultas básicas también puede liberar a los agentes humanos para abordar tareas más complejas, optimizando la eficiencia general del flujo de trabajo.

> Conozca más sobre la integración de CRM
> Conozca más sobre la IA conversacional

3. Utilice OneContact Data Studio para generar informes avanzados

Collab lleva el monitoreo de calidad al siguiente nivel con una solución que incluye análisis de sentimientos. Este enfoque impulsado por la IA permite una comprensión más profunda de las emociones de los clientes, lo que permite realizar ajustes y mejoras personalizados en el servicio en tiempo real.

OneContact Data Studio también sirve como una plataforma integral de monitoreo y generación de informes, brindando información sobre todos los aspectos de las actividades de su centro de contacto. Juntas, estas herramientas permiten un análisis sofisticado y una optimización de los flujos de trabajo, impulsando importantes mejoras en la eficiencia.

> Conozca más sobre QM y análisis de voz
> Conozca más sobre informes y análisis

4. Optimice la gestión de la fuerza laboral con WFO

La solución Workforce Optimization (WFO) de Collab garantiza que se programe la cantidad correcta de agentes en función de las tendencias del volumen de llamadas, maximizando la eficiencia operativa y mejorando la experiencia del cliente al reducir los tiempos de espera.

> Conozca más sobre WFO

La implementación de tales herramientas y prácticas marca un cambio importante hacia un entorno de centro de contacto más dinámico, receptivo y eficiente. Al adoptar estas estrategias, las organizaciones no sólo pueden cumplir sino superar las expectativas tanto de sus clientes como de su fuerza laboral, estableciendo nuevos estándares de excelencia en la industria de los centros de contacto.

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