Improving Customer Experience and Satisfaction really requires that you put in place the right communication channels to build and maintain relationships with internal processes that can proactively nurture and grow your customer base!
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Frequently Asked Questions
What is an Omnichannel Contact Center?
An Omnichannel contact center is an upgrade from the normal call center IPBBX and Asterix telephony set up where agents can only take inbound calls and make outbound calls to customers; to a multi-channel model which supports many touch points, and these touch points are integrated with a Contact Center CRM for Contact Center Automation to efficiently capture and manage all interactions conversation can be maintained across channels.
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What is An Outsourced Omnichannel Contact Center ?
An outsourced Omnichannel contact center simply means that organization decides not to invest in purchsing but to outsource everyting about your customer service management to a outsourcing company like SGSL to take and make all your inbound calls and outbound calls to customers in our Omnichannel Contact centet that supports all your touch points to efficiently capture and manage all interactions conversation can be maintained across channels.
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What Does Contact Center Automation Mean?
Contact Center Automation simply mean adding a CRM or integrating your Call center with a CRM. It is optimizes your contact center processes to give your agents a 360 degree view of your customers always in a sign agent deskop interphase arming them with the right information and interaction history of the customer for a first call resolution(FCR), whenever they call your contact center. Customers do not have to repeat their story or complaints twice even if they speak to diferents sets of agents. The agent gets a screen pop with the information he or she needs to manage the customer and also ensures that details of the calls are accurately captured and managed efficiently with back office integration within agreed service level agreement.
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How Can I Make Our Contact Center A Profit Center?
An Omnichannel contact center with automation supports first call resolution. That means fast resolution processes, after which your agent can upsell customers who contact your contact center after resolving their complaints. This brings in more revenue for the business, making the contact center a profit center. Drop your email for more information on Contact Center Automation and how it can make more money from them.
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