Attensity Solutions for the Contact Center Outsourcing Industry
Increase productivity at lower costs without compromising the customer experience
Current volatile economic times and fierce overseas competition have compounded the daily business pressures to reduce costs and streamline customer operations. Contact centers have historically grappled with balancing quality and quantity and customer satisfaction with cost control. Again you are being asked to achieve more with less, while the complexity and scale of your customer service environments is escalating. The pace of your customers’ new product launches, promotions, new pricing, new policies and rules has intensified making it very challenging for your service managers and agents to stay on top. Moreover, end customer demands have multiplied: Demanding to be served 24/7 with expectations of near-instantaneous resolutions the first time they reach out, the desire to access you across many channels and the expectation that answers can be found online. In short: Your contact center agents need to serve a new public with an accelerated communications penchant via expanding channels: email, chat, instant messaging, and SMS.
And as prolific as the incoming customer interactions across dynamic service channels, customer service failures are equally widely and instantaneously reported and seen by millions of consumers via web forums, blogs, and other social media sites – this holds potentially disastrous ramifications for your end customer’s reputation as well as their bottom line. Become a strategic partner to your customer. Improve the satisfaction and loyalty of your customers’ customers and support your customers’ sales and revenue-oriented goals. And with the competition fierce in your market – make Attensity your differentiator. Attensity solutions allow you to manage end-to-end service experiences and preempt service risks by alerting your customers about issues with their products/services you see and hear first hand from direct customer feedback to your contact center representatives or work-at-home agents.
Attensity: Contact center optimization is our number one priority
Your contact center agents are the frontline. They are first in hearing the top issues customers are emailing and calling about. With Attensity solutions, you no longer need to manually process an ever-growing mountain of customer feedback. You can now automatically capture, analyze, gain insights and rapidly respond to your customers’ unfiltered sentiment and unstructured verbatims voiced via these multi-channels:
- Call Center transcripts, e.g. identifying the chief issues customers are calling about
- Emails and chat exchanges
- Online support-, web forums and blogs –What are customers saying about your service/products?
- Proprietary databases
- CRM and sales automation databases
- News websites
Attensity Respond can help you automate up to 100% of your inbound and outbound customer communications in your contact center. Your customer representatives are now able to efficiently and effectively provide personable, on-target answers to the growing number of emails, letters, faxes and SMS messages. You have full visibility, control and reporting capabilities over all inbound/outbound customer communications while being compliant with your end customer’s data security and privacy rules.
Attensity Voice of the Customer then captures this wealth of unstructured customer feedback, analyzes it and delivers actionable insights that allow you to drill down to the product/program/customer level to see what works and what calls for immediate action. Through an early understanding of emerging customer issues and trends, you can further optimize call center activities by reducing inbound and repeat calls.
At the same time, improve customer service and multichannel sales by empowering those customers who prefer to self-serve. Attensity Service makes sure that your agents tap up-to-date product information, delivering operational efficiency and better customer service through continuously updated knowledge bases and easy-to-use service portals.
Attensity Discover enables your employees and your customers to search, analyze and ask questions of your content. News and other content is automatically aggregated and pushed to users based on their personalized profiles, information is also accessible for research related to risk, compliance and other corporate issues.
Fast forward: The quality and lifetime value of your customer relationships are more critical than ever. And maintaining your competitive edge requires customer service agents – no matter where they sit –to be empowered with easy-to-use technology tools focused on real-time decision-making and efficient management of growing customer interactions. Attensity applications help you keep your ears and eyes on your core customers while enabling you to successfully deliver on your customer service promise to your end customers’ customers.
