Reduces Repeat Contacts
By resolving issues quickly and efficiently, you will minimize the number of times a customer reaches out to your call center. You can identify repeat callers and connect them to the same agent each time in order to eliminate the need to ask questions and voice concerns numerous times. Recognition of a customer and their issues is the key to streamlining the process and providing your customers with the best experience. Miratech creates the data sets that enable the agent to have customer records available on their dashboard. The issues that your call center is experiencing may not be due to technology, but rather, the process. Identifying the reasons behind repeat calls will get you to the root cause, provoking change in policy, messaging, and distribution.
Minimizes Options and Menu Complexity
Streamlining customer options and simplifying the menu will get them to the right channel as quickly as possible. Too many choices lead to confusion and frustration. By minimizing the menu complexity, efficiency increases and hold times decrease. This creates a seamless customer journey and positive support experience.
Identifies Priority Customers
Understand who your customers are and how they prefer to be contacted. By doing so, you can rank your customers’ needs and ensure that the greatest needs are met first. You can resolve priority customers’ issues more efficiently and enhance their experience.
Proactively Triage Contacts
Historical data enables you to predict what your customer needs, so you can reach out to them quickly. Using the Genesys dashboard, you will have access to analytics that records real time data and stores this information in their profile. With this information, you can proactively contact new customers to use a product or service or even upsell current customers on the newest products. By reaching out before problems arise, you can deliver the high value your customers expect.
Our highly skilled team of engineers utilizes the cutting-edge Genesys platform to survey real-time environment conditions. For instance, they can evaluate available service levels and agent occupancy, to allow for precise targeting of customer-to-agent in the moment. Ultimately, this leads to a successful business outcome. Moreover, as more customer-agent interactions are processed, the system is able to analyze historical data and context to predict future outcomes automatically, streamlining the process.
We know the Genesys dashboard inside and out because we developed the technology side by side with the Genesys team. We understand the Genesys dashboard’s potential and can determine how to best utilize its capabilities for your unique business model. Allow Miratech to bring vision of success to life.