Key features
Achieve a higher level of customer experience
BT can help you achieve maximum productivity and increased efficiency by maximising the potential of your contact centre, your workforce and your processes to help you deliver a superior customer experience. BT Customer Intelligence services can help you:
The latest Work Force Management (WFM) and optimisation techniques utilise voice recording to provide business protection and validation. It also works alongside skills assessment, e-learning and off-line coaching to improve staff satisfaction and motivation, while helping agents to deliver higher levels of customer service.
Accurate daily reports enable you to gain a deeper insight into how your costumers interact with your organisation. With this information, you can continually improve your processes to achieve a greater level of customer satisfaction and improve customer loyalty and retention.
Create a seamless customer experience offering multiple points of contact by integrating all your customer-facing resources into one cost-effective “virtual” contact centre. This not only enables you to operate across locations and time zones, it also gives you greater efficiency.
Cut the number of calls and emails to your contact centre by providing customers with self-service options. BT can provide you with self service web and Interactive Voice Response systems (IVR) to provide quick, easy, and cost-effective access for your customers.
