SmartExperience

Enabling Compliant, Ethical Customer Experiences

Addressing The Challenges of Your Contact Centre

If your contact centre provides critical services to your customers, or operates in a highly regulated industry, we understand your challenges. How do you deliver exceptional customer experience while ensuring that each interaction is consistent, ethical and compliant?

We help you maximise the full benefits of recording customer interactions, to pro-actively analyse these to drive quality, ensure best practice and to unlock the wealth of insights in each conversation that can help shape your future.

Invaluable Customer Insights

How do you truly understand the needs and preferences of your customers and spot trends in the way their behaviour is changing?

We help you to unlock the wealth of insights captured in every conversation whether that be over the telephone, text-based channels or within self-service applications.

Our comprehensive suite of Interaction Analytics enables you to spot trends in customer needs, preferences and their satisfaction with your customer experience. We allow you to drill down on these trends to understand root cause and to action change that will drive efficiency, customer loyalty and service differentiation.

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Consistent, Ethical & Compliant Customer Experiences

Your goal is for every interaction to consistently deliver the best possible customer experience while also ensuring that you are operating ethically and in a compliant manner.

We help you do this through Interaction Analytics that is able to immediately alert supervisors when it looks like an agent is struggling, spot indicators of customer vulnerability or process non-compliance and flag those interactions where we detect that a customer may not be happy.

We enable you to take a pro-active approach to managing your contact centre operation, inspecting every element of interactions; automating quality management, managing compliance and triggering alerts, actions and workflows.

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Contact Centre Best Practice Guide

Take a look at our Best Practice Guide focused on how you ensure that every conversation with your customers is consistent, compliant and delivers the best possible experience.

We explore the key challenges and outline what solutions can be utilised to deliver on your goals and required outcomes.

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Securing & Leveraging Legacy Data

Dependent on your industry or internal policies, you are required to retain recordings of customer interactions for many years. These are likely to be sitting across multiple legacy platforms, in different formats and consists of both voice and text-based interactions.

In addition to the cost and operational burden of managing these platforms, it is likely that many of these recordings pre-date current legislation, and as such are unlikely to be compliant. They contain personal data that needs to be encrypted or redacted, and possibly even toxic data that needs to be identified and remediated.

We can help you to consolidate these recordings into a single repository, take the remedial action to meet compliance and ensure they are secure in order to protect your customers personal and sensitive data.

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Let’s Talk About You

We have helped many contact centres gain greater visibility into their operation and improve not only performance, but the experiences they are delivering to their customers.

We would be more than happy to share our experience and explore how we can help you improve agent performance, ensure compliance and continually improve the customer experience.

Simply complete the form and one of our team will reach out to you.