Your contact center is the front line of the customer experience
Once you have invested in the telephony solutions of your contact center, you need to optimize their use. And your contact center agents need to efficiently perform the tasks required by your business processes.
Integrating your infrastructure with Selligent will provide your contact center agents with the necessary tools to perform these tasks, resulting in improved agent productivity and increased customer satisfaction.
CTI integration and file transfer - Selligent can merge related telephonic and computer information to produce rich customer interactions
The proper transfer of calls and files is a vital part of your contact center’s workflow:
Selligent's workflow engine manages the customer’s inquiry and moves this inquiry through your organization until it achieves a closure state.
Selligent enables the integration of telephone-based and computer-based interactions by querying the Selligent database for customer information and sending this data to the screen of the customer service representative (CSR) before he/she accepts the call.
In multichannel contact centers, Selligent not only supports core technologies for voice calls with applications such as ACD, IVR, and workforce optimization products, but it also manages multiple customer interaction channels, such as the Web.
How you will benefit:
- Deliver customer satisfaction through prompt, professional, transaction handling
- Control costs and increase profitability by using resources and technology more efficiently
- Help staff work more productively
Call queue management - Selligent can help you to qualify incoming calls and route them to the right agent
You can define a call assignment strategy that will be used to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent.
As interactions arrive, Selligent distributes the inbound interactions according to the various parameters that you have created.
This automatic contact distribution not only takes into account agent availability but also the skills required for the agent to handle the call (e.g. language skills).
How you will benefit:
- The right agent for the right call
- Enhanced customer experience and satisfaction
- Efficient use of contact center agents
Call escalation and call transfer - Selligent’s integrated structure enables you to 'change channels' to resolve customer issues
As you cannot expect customers to always use the right channel for their issues, you must be prepared to switch interactions across channels.
Any interaction initiated on behalf of any customer at any point of contact – whether at an airport kiosk, on a website or a contact center – should be able to 'travel' to any other access point that may be needed to conclude a transaction and close the inquiry.
The customer should never be required to begin afresh. You should also be able to blend escalation into the process. If a customer has spent 20 minutes unsuccessfully hunting for a replacement part at your website, and then calls your contact center, the move to agent-assisted service should appear as an extension of the online experience. Providing online self-helpers with a separate call queue or scripting an acknowledgement from the rep can go a long way.
How you will benefit:
- Increased first contact resolution even with escalation
- Increased customer satisfaction
- Escalate caller inquiries exactly to your specifications
Reporting and supervision of the production team - Selligent provides you with the tools for effective team management
Managing the day-to-day operations of your mission-critical contact center places tremendous pressure on supervisors. Finding the right balance of contact center efficiency, quality, and customer satisfaction is a constant battle.
Selligent encompasses the supervisory tools to make that job easier. It delivers the right data at the right time in the right framework, empowering supervisors to make real-time decisions that will improve customer satisfaction and the contact center's performance.
Selligent's reporting and supervision functionality delivers supervisors with timely and actionable views of everything happening in their contact centers – from the number of calls queued to the average e-mail response time, all the way through to an agent's status. Its view into the system's interaction queue and agent activities is available on a real-time and historical basis. A quick glance informs the supervisors if agents are meeting their service levels, quality goals, and productivity objectives.
How you will benefit:
- Contact center efficiency and quality
- Increased customer satisfaction
- Enhanced contact center agent productivity
Fulfillment - Managing the fulfillment processes is one of the keys to the success of your contact center and ultimately your organization
Often a fulfillment process is required to successfully close a call with a contact. Fulfillment refers to the way your call agents respond to any kind of request or how they initiate the process that will lead to the fulfillment of that request.
Selligent provides your contact center agents with access to a library of your marketing documentation that will enable them to implement the fulfillment process.
How you will benefit:
- More value
- Improved customer service
- Increased agent capability