The Contact Center: A Critical Point of Interaction
The contact center has always been the front line of customer service. Today's contact centers involve much more than just taking a call. Today's contemporary contact center involves multiple points of interaction including phone, email, web, chat and more.
Avtex has deployed contact center solutions for some of the largest companies in the world that pride themselves on excellent customer care.
Contact Center Solutions
Contact Center agents need to have information at their fingertips. They are a key interaction point with customers and partners. An agent desktop solution provides all of the information and tools they need so that they can answer the questions that come their way whether that be via phone, email, web, or chat.
Empowering customers and partners to interact with your organization through self-service tools is a powerful way to achieve high levels of customer service. More and more, people desire a way to interact with an organization via their mobile device or via the web. Self-Service tools such as extranets and IVR solutions provide just that.
Contact Center Optimization
Contact centers play a key role in customer service but if treated as an island and not integrated into key backend systems, customers may view the interactions with an organization poorly. Optimizing a contact center involves addressing everything from the foundation of the infrastructure and network to the key applications that an agent uses to interact with a customer.
Managing a team of agents to provide the right skills at the right staffing levels is a challenge. Workforce management solutions provide the tools to manage the skills and schedule of your contact center to make sure that you have the right team in place at the right time to interact with your customers and partners.
Video Solution Story: Mediacom