Contact Center

Multi-Channel Engagement

Voice, Email, Chat, Text, Facebook, Twitter….

The traditional call center has now evolved into a multi-channel contact center that gives your customer the ability to communicate with you on their terms.  A “channel,” is simply defined as a specific form of communication like a phone call, Email, text, or social media post.  Properly designed Contact Centers allow you to provide the same high level of service, regardless of your customers chosen method of communication.

82% of consumers say they prefer that organizations always offer multiple channels to communicate and serve their needs.

Key Benefits:

• A single interface for multiple forms of customer communication
• Improve customer service and response times
• Reduced expenses by using lower cost channels
• Accurately identify customer behavior and trends
• Increase agent productivity by providing them access to multiple channels
• Leverage skills based routing across multiple channels
• Extract more meaningful reports on customer activities to make smarter decisions
• Software support for future upgrades and channel integration

Accounting & Reporting

Monitor, Report, Manage

Call accounting and Reporting systems capture Call Detail Records (CDR) from phone systems to report on telecom usage, cost, and agent activity.  The ability to track and monitor key performance indicators is critical to the success of any contact center.  As multi-channel contact demands continue to rise, the need for strong historical and real time reporting capabilities is more important than ever.

Common Contact Center KPI’s

• Hold times
• Abandon rates
• Delay’s in queue
• Speed of answer
• Agent availability
• Web chat engagement
• Skill based utilization
• First call resolution
• Cost per call

Armed with historical and real-time information, your Contact Center Managers will have the opportunity to make short/long term staffing decisions as well as minute by minute management adjustments.  An effective reporting strategy will identify performance gaps, improve service levels, and provide a mechanism for quality and cost control.

IVR

Listen, interpret, respond

Interactive Voice Response (IVR) gives a caller the ability to self-serve by navigating through a menu using voice commands or touch tones.  This application creates substantial efficiencies for the contact center by reducing the amount of time agents are required to spend on the phone.  It can also increase customer satisfaction by handling the customer request immediately, with no time spent on hold.

Common Uses of IVR

• Account balance inquiries
• Store hours
• Store locations
• Transaction history
• Account activation

Contact Center Benefits

• Improved customer service
• Higher call volume with fewer agents
• After hours service
• Caller prioritization
• Integrate with internal applications
• Obtain more customer feedback via post call surveys

Laketec takes a consultative approach to the design and deployment of the IVR solution and menus.  With our experience across multiple industries combined with your business objectives, we collaboratively develop a system that will improve your customer service levels while driving increased profitability.

Speech Analytics

Monitor, Alert, React

Speech analytics is a technology that actively listens to calls and analyzes them based on the design of the solution to allow for a quick response or long term aggregation.  Are there certain words you’d like to know about immediately if they are spoken in your call center?  If your system could flag buying signals and identify opportunities, could you generate more business?

If you’re managing a complex call center and would benefit from an automated process that helps to categorize your calls based on your own customer parameters, we can help.

Key Benefits:

• Keyword identification (for better or worse)
• Skills based opportunity routing
• Monitor and coach agents for quality assurance
• Opportunity Identification

At Laketec we understand that every contact center has its own unique set of challenges and measurements for success.  We embrace the opportunity to collaborate with our customers to develop a solution that is custom built to meet needs and exceed expectations.

Workforce Optimization

Match agent skill set with customer need in record time

Workforce Optimization (WFO) leverages the core technology of the Contact Center platform to provide analytics to decision makers in real time.  A properly formed WFO strategy will also aggregate data to identify trends that directly affect customer service as well as internal resource management efficiencies, or inefficiencies.

This solution is ideal for Mid-Market to Enterprise Contact Centers who are committed to delivering a high level of customer service while driving out unnecessary costs and overhead.  If you’re ready to maximize your profit, customer satisfaction, and employee efficiency, it’s time to consider a Workforce Optimization engagement.

Key Benefits:

• Improve Contact Center Efficiency
• Improved Customer Experience
• Compliance
• Immediate/strategic decision making insights

Laketec has had the opportunity to work with a multitude of contact centers and every one has their own metrics and criteria for success.  The flexibility and scalability of our custom solutions allow us to ensure an effective deployment that meets your unique needs.