Traditional methods of reviewing customer interactions to drive better business outcomes are manual and labour-intensive, so organisations like yours can only afford to analyse a small sample of the interactions the company handles on a daily basis.
Such a small sample set is usually unrepresentative of the total volume of customer interactions. To get a more realistic view of agent performance, you would need more staff to manually review the full volume of interactions, which is cost-prohibitive.
Team Management speech analytics lets you track any words, sentences, voice sentiments and any other information from agents conversations in just a single click.
“The question of whether a computer can think is no more interesting than the question of whether a submarine can swim.”
― Edsger W. Dijkstra
Our Future With Artificial Intelligence
Increase Efficiency and Optimise Workforce Performance and Customer Experience Using Speech, Voice, and Text Analytics Capabilities.
- Let artificial intelligence technology to analyse all the conversations and deliver accurate analysis about your organisation performance.
- Enhance your agents productivity by understanding what they are talking about and what type of conversation is most effective to achieve your sales goals or increase customer experience.
- Get more realistic insights of your agents performance by understanding what they are talking about with your customers.
The Benefits of Team Management Contact Centre
Agents activity time tracking
Activity time tracking lets you track time spent by each Agent supporting customers and thereby gain a deeper visibility on the overall agents activity performance. Create your own agents time tracking functions like lunch brake, smoke brake, after call work etc…
A Timeline of Customer Interaction
A Timeline of Customer Interaction History on Agent UI shows the important historical data of agents interaction with a call record, emails sent and other information. Inclusive of number of call attempts and the end result of each call. See a customer’s sales history within the company or a customer’s past interaction with support. This allows your agents to know everything about the customer and enhance your customer experience.
You can add custom fields to contact details and increase communication efficiency by increasing information about the contact.
The value for your Business:
A 360-degree view of the customer
All employees know previous communication made with the customer
Improves agent productivity and guide them through complex cases
Eliminates time-consuming application switching
Helps increase first caler resolution and improves customer satisfaction
Ensures quality and compliance measures are achieved
Reduces average handling times
Achieve faster response, delivery and resolution times
Reduces training agent times
Reduces costs of software investment
Boost employee productivity & workforce management
Customer satisfaction management
improve sales performance
“Your most unhappy customers are your greatest source of learning."Bill GatesMicrosoft, Inc
“Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it.”Brian SolisAltimeter Group
“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.”Ian SchaferDeep Focus
“The biggest risk is not taking any risk ... In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.”Mark ZuckerbergFacebook, Inc
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”Jeff BezosAmazon, Inc