|
Voice Recording
Overview
Contact center managers can easily assess the quality of the customer experience by reviewing conversations between agents and callers.
As consumers become more accustomed to self-service and less-frequent personal interactions with the companies they trust with their business, the stakes with each interaction become much higher. Many contact centers are now considered the “face” of the company and executives are eager to ensure that every caller is greeted and serviced in a friendly and accommodating manner. The Contivio hosted contact center software allows you to record some or all of the contacts between agents and callers, and review them afterwards. By sending the recorded contacts to a File Transfer Protocol (FTP) location of your choice, or stored on our servers, they can be stored indefinitely for compliance or agent training purposes.
Main Benefits
- By adopting regular reviews of voice recordings, your contact center will deliver on your executives’ business objectives. You will be able to ensure a consistent and quality customer experience, make agents more effective and productive in sales and service, and improve customer loyalty
Voicemail
Overview
Improve customer service by allowing callers to leave voicemails when agents are unavailable.
When your customers require personalized service from your agents, it can pose a significant operational challenge. Frequently, contact centers must find a balance between customer service and efficiency. One of the ways that you can provide more personalized service without incurring significant additional costs is by allowing callers to leave voicemail when agents are unavailable, and returning those calls during contact center downtimes.
Main Benefits
- With Contivio’s integrated voicemail functionality, callers can leave messages that can later be reviewed by agents and managed by administrators. When voicemails are urgent, email notifications can be set that optionally will attach the voicemail to the message. Administrators can also move voicemails between agents to assure a timely response.
|