Improve the customer experience.
Technology is such a big part of everyday life that it is fundamentally changing the way people do business. The impact can be seen in contact centers, with 86% of those surveyed using email in addition to voice calling, 26% planning to implement social media, and 27% adding web chat and instant messaging (IM). *
To address these changes, companies need an end-to-end approach to managing their customer experience that helps them leverage the latest in best practices and enabling technologies alongside their existing resources. This is where NACR can help!
Resources
Case Study: UCB Gains Efficiencies »
Case Study: Continental Airlines Delivers Outstanding Customer Service »
Our dedicated team of contact center design and application specialists have spent an average of 20-plus years supporting customers. We hold all levels of Avaya Contact Center Certifications. We know which products and solutions help drive productivity and efficiency and we use that expertise to help you improve business your business. The NACR Contact Center team provides direct input to Avaya research and development through Avaya product management teams to help identify issues and improve the quality of their solutions. And we even help develop Avaya Contact Center training!
These are just some of the areas where we can share our expertise:
- Integrating Multichannel Communications
- Turning Contact Center Data into Business Intelligence
- Improving the Customer Experience
- Leveraging Social Media Effectively in the Contact Center
- Utilizing Presence to Improve First Contact Resolution (FCR)
It all comes down to improving the customer experience and helping you consolidate infrastructure, centralize application management, and reduce costs.
To speak to a NACR Contact Center Specialist, click on the Contact Us Button to the right.
* ContactBabel, The U.S. Contact Center Decision-Makers’ Guide, 5th Edition-2012, p. 195
