Over the course of only a few years, our working environment has undergone a fundamental change. Until relatively recently, users would typically work exclusively in the office, and in actual contact centres, whereas today the overwhelming majority work remotely (either on a part-time, or full-time basis). This new way of working creates a previously unseen set of requirements as users access services via home broadband, instead of the corporate network, and in a domestic environment which is not created nor controlled by the business. The objective is to create the same experience for agents when working at home, as they had in the workplace. There should be no discernible difference in their quality of experience, or the quality of experience they provide for customers.
Customer service itself is also experiencing a rapid shift toward the use of modern tools and technology to improve almost every aspect of the process. Each step of the customer journey can now be seen with a new perspective; actions which can be automated, issues which can be resolved through customer self-service, and steps which can be completed in new ways which delight the customer without consuming agent resource at all.
Vendors and service providers in the digital communications market recognise the wealth of opportunities which these conditions have created, and are innovating and evolving their products and services at an incredible rate. Adopting this new technology is driving success for many, allowing their business to differentiate themselves through customer service excellence and impact financial performance through the reduction of operational costs, increasing sales or improving customer retention.
UX First provide guidance for customers at every stage of their customer service journey; we can help with your first steps with simple requirements, as well as customers with advanced and complex projects. We will provide an invaluable and experienced perspective on your decision-making process, with intimate market knowledge and industry insight. Our Partner Network is continually bench-marked and reviewed to ensure we can recommend and introduce industry-leading offerings, and our experts will work with selected partners throughout the evaluation and selection process to deliver relevant demonstrations and proposals which fully addresses all of your business requirements.
Waiting to speak to an agent is a critical element in the customer journey. Ideally, customers will receive queue position updates and hear self-service resolutions whilst they wait.
Greeting callers by name and automatically presenting caller records help expedite the customer query, whilst click-to-dial and automatic diallers are great for sales teams and organisations.
Reporting call wait times, agent performance and customer experience are now considered a standard part of management information, and real-time monitoring is critical to respond to peaks and surges.
Email communication can be assigned, monitored and reported upon in the same way as calls and other channels. Adding this channel for agents will be needed to offer an email SLA and track performance.
Web chat can be routed to appropriate agents, and with CRM integration, this communication channel can form an important element in understanding the full customer journey.
In many cases, customers actively prefer to use self-resolution to resolve their issue or query. Automated solutions can improve customer satisfaction whilst reducing agent handling time.
How much time do your agents spend switching between applications, or pulling up customer information on different platforms? Save time by putting it all in one place.
Make customer call recordings easy to find and search with CRM integration and transcription for key word indexing, phrase detection and sentiment analysis.
Save time by automating your quality management with automatic scoring, and set triggers to be notified of certain keywords or phrases.
UX First provide free and paid contact centre consultation; the Discovery Service is provided as a complimentary package for all customers, whereas the Advanced Services include a range of optional chargeable services which are suitable for customers who require additional consultation. If you also require guidance on a telephony or meeting room solution, this can be included in our scope.
This service provides a high level PDF report of the provision, suitability and performance of contact centre tools and functions required by your business or organisation.
Using a templated approach, UX First will gather the contact centre requirements of your business.
The scope of this consultation includes;
This exercise is typically conducted via online meeting.
Following the High Level Requirements Capture, UX First will produce a complimentary PDF report summarising the current landscape, as well as any recommended or required contact centre tools or functions. This overview will identify key contact centre requirements and considerations for your business to address, and includes a functional matrix to highlight any potential current gaps, areas for improvement or risks.
Once you have identified your requirements, UX First can introduce you to one or more selected vendors from our Partner Network to produce a suitable quotation. Using our extensive knowledge of the market, we will introduce the best contact centre solution, based on the criteria most important to you; user experience, price, performance, integration, to name a few. UX First will ensure that your requirements have been fully and correctly represented in any proposals that we endorse.
Please note that this service is subject to availability.
This service includes all of the items listed above, with the addition of one or more optional services. Prices for these services is calculated on a per-project basis due to the varying size, scope and complexity of individual customer requirements.
Bespoke projects are always considered, please get in touch if you have a project requirement which we have not included above.
Book a complimentary Zoom meeting with us to discuss your telephony, contact centre or meeting room solution.
Please note that this service is subject to availability.