Don’t just imagine the perfect contact center, Envision it.
Recording a call. Yes, we do that.
But that’s only the start of the conversation.
These days, it’s about knowing how many agents need to be scheduled to handle interaction volume no matter what the variables. Additionally, you need to know about how to train your agents to be positive representatives for your company rather than just call-handlers. Another key element is using customer-agent interactions across multiple mediums to gain insight into what a customer truly thinks and feels about your business.
It’s also about using analytics to make strategic business decisions that solve short-term problems (like figuring out why complaints immediately spiked after a product modification), or modify long-term objectives (like improving the relationship between business and customer, improving profits, improving the brand, etc).
END RESULT: Envision has the tools to bring contact centers into the 21st century.