Good CX demands good employee engagement
Customer expectations continue to grow even as customer interactions become more complex. Your customers are more time precious than ever, and they increasingly rely on automation hidden in technology to make their lives easier.
Crucially, your teams play an important element in creating a positive customer experience (CX). They are critical in addressing complex or sensitive queries that go beyond subjects that can be routinely automated. They need to be better informed to be able to provide timely and effective responses.
The working environment has also fundamentally changed. Remote working is common and has made changes to many of the control and management systems that used to be relied upon. Managers and agents need to collaborate on learning, service provisioning and coverage. It’s a new, and important, way to ensure customers are always properly supported.
Liberty Converse is an omnichannel contact centre solution which provides a rich collection of workforce optimisation (WFO) tools.
Read the full Liberty Converse Workforce Optimisation Feature Sheet.
- Shifts and rotas scheduling
- Agent management
- Call recording
- Agent evaluation
- Queue management
- Netcall QMax
- Screen recording coming in 2021
- Workforce optimisation forecasting coming in 2021
- Workforce optimisation modelling coming in 2021
Other Liberty Converse feature sheets
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