Contact Center

/Contact Center
Contact Center 2017-10-04T09:05:13+00:00

It’s All About the Customer

Gone are the days when customers were satisfied with a simple inbound call center. Nowadays you need to delight them with different modes of connecting and ensure these modes give them the best possible experience.

Tracking how a customer contacts you is critical to understanding what is working and what may need to be upgraded. Utilizing SMS, email, chat, web, Twitter and Facebook gives you the ability to provide a rewarding conversation with your customers, and it allows them to use the communication mode of their choice.

If you need to focus on your people and not your contact center technology, we can help! Quark Professional Service Contact Center Managed Services can take on the day-to-day tasks of administration and updates as well as monitor even the most custom-developed contact center applications.

IVR, Self-services + Advanced Routing 2017-10-04T08:32:35+00:00

“Press 1 for sales, press 2 for marketing…” is a thing of the past. No one wants to navigate through endless menus only to sit in line forever only to end up with the wrong agent. Today’s modern IVR applications can help to identify customers and customize how they get their answers as fast as possible – sometimes even without ever talking to an agent. It can also assist in creating new ways to prepare customers so they know what to expect; you can allow customers to opt for a call back, or serve themselves, or a host of other options.

Desktop 2017-10-04T08:21:21+00:00

Nothing is more frustrating for a customer than going through an automated interactive voice response (IVR) system only to be asked the exact same questions when they reach an agent. With today’s modern contact center solutions, we can bring new technologies and integrations to your agents, as well as supervisors, to provide both a better experience for them, and your customers.

 

 

Analytics + Reporting 2017-10-04T08:14:42+00:00

How are customers contacting you now? How many times have they called? Is it more important to know how long they have been on the phone, or how satisfied they are with your service? New modes of communication allow for new metrics to understand your customer’s journey. With analytics and advanced reporting you have much more data available to start asking different questions about how your customers are being treated, and more importantly, how happy they are with your service.