CX is made of individual customer touchpoints. The sum of all experiences a customer has with a company over the lifecycle of their relationship is called a customer journey.
Customer journey orchestration is a powerful to ascertain customer satisfaction and in today’s market conditions, customer satisfaction is the number one competitive advantage.
Omni-Channel Data Capture + Engagement.
Delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too. Workforce engagement management (WEM) makes it easy to create great employee experiences. WEM focuses on the human side of your contact center to improve employee engagement. And it simplifies operations while increasing efficiency.
Generate, adjust and publish schedules instantly. Create accurate forecasts in minutes, leaving more time to focus on agent performance, skill development and coaching.
Adjust easily to unexpected deviations in employee schedules. Meet your adherence goals with the flexibility to fine-tune your plans quickly.
Monitor service levels, occupancy, adherence and more in real time. Identify trends and enable managers to act quickly to keep quality levels high.
Generate, adjust and publish schedules instantly. Create accurate forecasts in minutes, leaving more time to focus on agent performance, skill development and coaching.
Adjust easily to unexpected deviations in employee schedules. Meet your adherence goals with the flexibility to fine-tune your plans quickly.
Monitor service levels, occupancy, adherence and more in real time. Identify trends and enable managers to act quickly to keep quality levels high.
Quickly gather, analyze and share valuable insights with automated speech and text analytics in one interface — no matter your interaction volume. Store data and generate meaningful sampling with ease.
Protect your business and your agents. Monitor the exact language and tone of voice used across every interaction. Then keep a record of this information to use in the case of a dispute or an escalated inquiry.
Determine what drives your customer behaviors and do more of it. Figure out the skills your best agents have. Track successful interactions that lead to sales or collections. Develop training based on your top performers.
Easily onboard and retrain staff.
Use embedded learning tools to increase speed to proficiency for new hires. Improve efficiency, reduce onboarding costs and help existing employees stay current on relevant skills.
Use data to boost employee potential.
Use performance data to identify the precise skills, knowledge and attributes needed for each channel and role — and empower every employee to let their natural talents shine.
Engage and motivate your team.
Make every workday enjoyable. Enable employees to see their efforts translate into real-time metrics. Boost agent collaboration, improve performance and build a stronger team.
