Alphanumeric Top 10: What Every Contact Center Should Have
We’ve built a lot of contact centers and learned along the way. Here are the 10 fundamentals to building a contact center that will perform, and what you’ll find in every Alphanumeric contact center.
Integrated voice, email, chat, social, and even snail mail when needed
Meet your customers where they are and increase volume with the same number of agents
Intelligent automation like artificial intelligence (AI)-powered chatbots and robotic process automation (RPA)
Drive resolution at less costly tiers of support and make your support staff’s job a lot easier
Workforce parameter-setting like an after call work threshold
Streamline time spent on calls, keeping forward momentum
Customer feedback captured after every interaction
Zero in on trends that you want to repeat—or refine
Iterate based on feedback and tell them about it, so they know you are listening
User-Friendly, Complete Picture
Full view of customer via data integration across IVR, CRM, and social platforms in one interface
Gives your agents the best experience and equips them to get results
Robust reporting and analysis
Zero in on the health of customer experience and agent performance
Upgrading legacy platforms to state-of-the-art, cloud-based solutions
Drive reduction in downtime and improve all KPIs – revenue, customer satisfaction, and product quality
Multilingual capabilities and customer choice between automation and agent
Connect with your customers by knowing the right time to offer a human touch
Automated outbound calling, speech recognition, call back and product recognition increases volume and performance with the same resources
Provide dosage reminders, collect payment or feedback, resell, or upsell
Decrease wait time and abandon rates
Combination of state-of-the art technology, a talent mix tailored to your industry context and goals, and bulletproof operations
A contact center solution that turns into a results-generating machine
Complexity doesn’t phase us.
Whether we’re designing a desk with a diverse staff made up of specialists, generalists and everything in between, or diverse customer segments being served by the same contact center and agents, we’ve got this.
Neither do tight timelines.
We’ve been known to spin up a new contact center in a new country in as little as 30 days.