CONTACT CENTER ANALYTICS
With Machine Learning Analytics, WREPORTS aims to increase productivity , profitability
and decision making through a customized platform service management, converging information in a
practical and creative way to conclusive results with easy understanding.
WHY MANAGE YOUR CONTACT CENTER'S PERFORMANCE?
Createconsciousnessof your environment through data, generates capacity for change and real improvements.
The Contact Center generates a multitude of datathat transform your operation, if they are well treated and analyzed. Most of the time, nobody knows what is really going on in the operation.
Odesire for changebecomes crucial after the awareness of the facts. This one,is linked to searchthe main strategic points that will define your transformation journey. In addition to seeking the main focus of a Contact Center, which is theend customer satisfaction, it is also possible to improvethe entire service chainfor agents, supervisors, managers and planners. Not to mention cost reductions thanks to the effectiveness of decisions.
THEchange requiresknow where we are and where we should and can go. Youknowledgethey must be procedurally introduced in the Contact Center organization so as not to be lost over time.
Processed and analyzed data are presented andchange the way of thinking of the entire service chain, from the agent to the executive. Accelerates planning and decision making.
Quality of execution is keyto implement the change and start using data in your operation. For that someskill are essential:
• Data processing based onIn-depth knowledge of customer service systems.
•Definition ofperformance indicatorseffective for your business.
• Use of atoolbuilt through theservice management best practices.
•Automationof processes
•easy integrationwith any service platform.
•AgileImplementation.
•Simpleto be used.
•SafetyandSupportadequate.
A high performance Contact Center
•live viewthrough operational and executive dashboards.
• Data and BusinessIntegrated
•Increaseof NPS
•Integration with SearchSatisfaction
•Standardizationservice performance
•Definition ofgoalsfor the team through consistent data
•Recognitionof Agents
• Creation ofeffective campaignsandno waste.
•Clear visionof the Customer Service Journey in different channels.
•Drastic reduction of work manualsand risk of errors.
INFORMATION JOURNEY
Useful Data
Useful Data
Data
Transformed
Dashboard
Reply
Selection
Pre
Processing
Transformation
Mining
Assessment
Reply
Information
Information
STRATEGIC MANAGEMENT
Global view of the Contact Center, allowing strategies creation for a high level of service , waste reduction and agents prepared for peak calls according to the planning of campaigns. No dependence on executive presentation or dashboards from development specialist. Intelligent and automated views of your operation.
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Exceed expectations on what service excellence can add to many areas of your business
CONSUMER EXPERIENCE
With the Digital Services Journey (JAD), your company can understand the path taken by your customers in detail, from the beginning of the contact to its finalization digitally, thus generating opportunities to improve the options tree , as well as the times taken.
Discover the key to success of successful contacts and replicate
Attack where your service left off and resolve the issue at the root
URA detailed controls, chatbot
Management by service stage
Management dashboards for the evolution of service phases
Development of best practices and continuous learning
SATISFACTION SURVEY
Identify the level of friendliness of the agents . Measure the customer satisfaction level with the service provided and visualize in a practical and agile way your company's detractors and promoters .
Development and customization of research
Creation of IVR and TTS audios of the questions
Omni-channel search (Voice, Chat and Media)
Multi-methodology (CSAT, NPS, Likert...)
OPERATIONAL MANAGEMENT
Complete planning of your service operation in an agile way through intelligent dashboards , ready to use. Time optimization by replacing the development of local spreadsheets and manual data handling with automated operational views based on results. Drastic reduction of manual work and controls
Operational planning in an simple way based on results reasoned
Customized management and executive dashboards
Performance queues, agents and campaigns
Viewing multi-filter connections, accelerated actions
Geolocation targeting opportunities in the right place
SMART CALL BACK
It is the smart way to increase the quality of service, the experience of your customer, at the best cost , in addition to offering what the consumer most values: Autonomy to manage their own time .
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Long waiting lines have created a bad name and simply investing in more operators is not efficient. Call spikes are punctual and predictable and with Intelligent Callback you avoid idle staff and unnecessary costs.
Convert more Leads
Reduce dropout rate
Increases agent proficiency
Boost Index - First Call Resolution (FCR)
Lower costs and eliminate idleness
Delight your consumers
MONITORING
Monitoring dashboards are intended to provide Contact Center managers with simple and timely information about the operation and the effects of the adopted strategies. Fully automated , with intelligent filters, allows for quick decision making.