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Tag: #Contact Center

How to Unlock the Full Potential of Your Customer Experience with Interaction Recording, Quality Management and Analytics


The ways that contact centers engage with customers have changed with the emergence of mobile devices and omni-channel options. What hasn’t changed is the demand for prompt and efficient service, regardless of the communication channel. With a workforce optimization solution, you have access to a wealth of insightful information on contact center performance. So how to unlock the full potential of your customer experience with valuable insights into every interaction? Chris Wearne, Managing Director United Kingdom at ASC Technologies AG, gives some insights on what role Interaction Recording, Quality Management, Coaching & Learning and Analytics do play and how it is used by customers from ASC and Mitel.
 

Comment exploiter pleinement le potentiel de votre expérience client en matière d'enregistrement des interactions, de gestion de la qualité et d'analyse


La manière dont les centres de contact s'engagent avec les clients a changé avec l'émergence des appareils mobiles et des options omni-canal. Ce qui n'a pas changé, c'est la demande d'un service rapide et efficace, quel que soit le canal de communication. Avec une solution d'optimisation des effectifs, vous avez accès à une mine d'informations utiles sur les performances des centres de contact. Alors, comment exploiter le plein potentiel de votre expérience client grâce à des informations précieuses sur chaque interaction ? Chris Wearne, directeur général pour le Royaume-Uni chez ASC Technologies AG, donne quelques indications sur le rôle que jouent l'enregistrement des interactions, la gestion de la qualité, le coaching et l'apprentissage et l'analyse, et sur la manière dont les clients d'ASC et de Mitel les utilisent.
 

Fraud Detection: Identifying potential cases of fraud and compliance violations


There are many types of fraud - whether on the phone, via internet or using mobile devices. As technology advances, fraudulent techniques are becoming increasingly elaborate - fortunately at the same time solutions for fraud detection are also becoming faster and more precise. Darien Šobar, Vice President Business Development at ASC Technologies has some valuable insights on how to identify and prevent potential cases of fraud and compliance violations.
 

Current challenges & trends and their effects on contact centers


At present, a telephone is still the most important communication channel, especially regarding sensitive or urgent matters. But of course, the digital transformation does not stop at telephone customer support – so what changes are contact centers facing? In an interview with Jacob Nimocks, Director Solutions Consulting at ASC Americas, he discusses trends and challenges and shows the importance of communication recording and analysis for contact centers.