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Blog posts tagged in Agents
Self Service transformation or the traditional IVR´s change

Self-sufficiency is mature people pathway it starts on the basics and extends to all areas of their life. In ancient Greece self-sufficiency was known as the proper situation of wise people, those who are happy and have enough with what they have, reducing the dependency on others.

Today, as consumers and users, we want to be self-sufficient. We want to resolve our own problems, issues, queries, etc. by ourselves, without depending in others, or waiting to someone to solve it for us.

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Contact Center IVR
Companies are shifting from a more Enterprise Centric strategy towards a Customer Centric one.  We are experiencing the age of the customer. Customers decide when and how they want to approach a company and of course how they want to purchase. They are realizing that a good customer experience has proven to be a key differentiator among competitors, and this is achieved not only with properly trained agents but also with better tools that improve First Contact Resolution (FCR), multichannel attention and unified information within the Contact Center.
 
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(Click here to read Part One)

Technology to facilitate sales

More satisfied clients and more efficient services for telesales (Part Two)


Technology can help us to have more satisfied clients (or potential clients), because it gives us the opportunity to implement from simple things such as not calling someone in three months who has rejected our offer or performing cross selling, to other more complex things, such as linking a telemarketing service to a web campaign with chat, web call back, email... Everything focused on making things easier for the customer service representatives. From the point of view of making service more efficient, I will tell you a real example.

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