Inoria
Customized contact center services
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Customer Experience
To consistently deliver on the customer experience, you need happy contact center agents. Happy agents need contact center solutions and automated tools that encourage their on-the-job happiness. And, yes, customers also want advanced IVR and artificial intelligence self-service tools across digital channels that provide a consistent customer experience. All these factors combine to create greater customer engagement and seamless customer interactions.
- Measure, monitor, and improve the customer journey - Depending on your customer experience challenges, a detailed analysis of the customer journey can help you better understand and identify gaps and pain points. From there, we can propose detailed recommendations and implementation assistance that can lead to a marked improvement in your customer journey.
- Optimize customer interactions through journey mapping - Using customer journey mapping, we can chart an optimal path to resolution that allows your customers to navigate through key touchpoints quickly and easily. We can help you uncover ease of channel use. The number of levels required to reach an agent or complete a task. From first contact to resolution, we can help you optimize the customer experience, while reducing the strain on live agents.
Workforce Engagement
Workforce Management (WFM) solutions are critical resource management tools that automate tedious scheduling tasks and provide greater workforce planning and forecasting capabilities. More importantly, it provides contact center agents with insight into their schedules with the added flexibility of adjusting their workday. A solution that addresses agent scheduling discontent and manager workforce planning challenges, we can integrate WFM for optimal insight and a greater employee experience.
- Agent Self-Service and Mobility
- Employee Forecasting
- Schedule Optimization
- Intraday Monitoring
- Historical Reporting
- Workforce and Business Planning
- Real-time Adherence Monitoring
Digital Transformation
Your customers drive digital transformation. They demand new communication channels. New digital technologies and tools, like AI self-service applications. New ways to connect with you. And if you can’t deliver, they will find a company that will. Digital transformation impacts everything and everyone. Can you instantly flip the switch from in office to remote work? Do your employees have innovative digital tools and digital platforms to work from anywhere? Are you providing your customers with flexible channels and self-service options they need to connect with you? Can you access your KPIs in just a few clicks, or do you still need to manually extract the data? A digital transformation strategy can help you rise to meet these challenges.
Contact Center Audit
Through an in-depth, detailed operational diagnostic of your contact center, your performance quality is analyzed (and extended across departmental touchpoints) to identify key pain points. Audit reports provide valuable insight and proper guidance. With greater insight into your actual operations, we can propose recommendations and help you develop a strategic contact center plan to improve efficiency. Optimally run your operations with a 20/20 vision, today and into the future.
- Expert - Assessment, advice and guidance from contact center industry experts.
- Methodological - Assessment and analysis of contact center metrics.
- Discover - Customer experience pain points or blind spots that impede operational efficiencies.
- Uncover - Prioritize critical improvement areas.
- Generate - Benchmarks to be used against industry best practices.
- Identify - Improve your KPIs – understand, measure, and analyze key performance factors for continuous improvement.