With competition for most retailers literally only a click away, driving an exceptional customer experience and understanding the products your customers like and dislike are critical to survival. Furthermore, interaction recording must include consideration for PCI compliance when taking customer payments over the telephone.
Keep customers satisfied by recording interactions, evaluating and coaching to improve service levels
Coach to increase upselling and cross-selling
Leave sensitive credit card information out of the recording
Increase collection rates and promise to pay rates
28% increase in sales | 46% time savings | 23% improvement in quality scores
With competition only a click away on the Web for most retailers, never before has it been more important to provide an exceptional customer experience. Customers expect to converse with an effective, helpful and courteous agent. Click2Coach helps you prepare your agents through intial training and then ongoing coaching to ensure they're prepared with information on new products, sales, and the ways your organization drives customer value.
While using Click2Coach to provide ongoing coaching to create a friendly and knowledgable agent, you'll also have the opportunity to teach that agent how to gently upsell and cross-sell customers. Using our eLearning tools, you'll be able to enable your staff to better engage with customers so that they can sell add ons that are appropriate for the customer. For example, a customer ordering slacks may also need matching socks, shoes and a belt. You can even use Click2Coach gamification to reward and motivate your agents to achieve sales goals.
The Payment Card Industry has a data security standard that must be followed by all retailers collecting payment with credit or debit cards, or risk a heavy fine. One such requirement is to not store sensitive information, such as, the CIV number, for credit cards in any database or recording. With Click2Coach you can eliminate this information from ever being captured in the voice or screen capture recording, thus meeting this requirement. You can also rest assured that your data is transmittted and stored with secure encryption at rest.
Click2Coach helps improve collection and promise to pay rates for retailers that extend credit to customers. Using Click2Coach, you'll have a recorded approval of verbal authorization for commitment for payment when the order is placed. In addition, you'll have the tools necessary to use recorded interactions to coach and train agents to improve promise to pay rates in the future and share best practices across groups or even contact center sites.
“Click2Coach is a terrific tool as it is applicable every day in our contact center. Whether we use it for presentations to upper management, Q-School, sending mass communication to Nike Golf or everyday agent communications for improvement, it's a pivotal tool for improving agent performance.”
Nike Golf Customer Service Team
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
Our Click2Coach solution allows you to capture interactions through call recording, web chat, email and social media. See the interaction from your customer’s point of view, as well as, the agent’s. Find calls simply using Click2Coach’s simple web interface and take action.
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