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Redefine Your Customer Experience
Are you taking advantage of digital channels to support your contact centre, or are you still a little too reliant on voice? To build a modern contact centre and offer seamless experiences to your customers, ones that give you a real competitive edge, you need to optimise the communication channels you offer customers. Formation Tech can help you build contact centre solutions that transform the experiences you are able to offer your customers.
Customer Experience
To remain relevant in the digital age, you need to be able to offer customers what they want, when they need it. Whether they choose to get in touch via webchat, social media, video or using more traditional methods such as voice or email, you need to be able to support them and give them a consistent experience when dealing with your brand.
Capturing and connecting the right agent with each customer is critical across all channels and giving the customer a joined-up experience as they move between channels is equally important.
Let us show you how to optimize channels so you can provide customers with the information they need in the quickest, most cost-effective and efficient way possible.
The Right Data At Your Fingertips
Delivering a unified desktop experience to your agents and providing them with accurate real-time information from multiple sources is essential to delivering a great customer experience.
By providing agents with easy access to all previous customer interactions, purchase history, service and product information and other data from across your organisation, means they are able to quickly and effectively deal with customer enquiries.
Agents will feel empowered and your customers will become your biggest advocates.
Flexible & Agile Working
Formation Tech’s cloud-first approach to contact centre design is inherently agile, meaning teams can work from anywhere at any time. You can extend the hours of support your business offers cost-effectively, quickly add resource if needed, recruit nationally or internationally rather than in region or support more flexible working practices.
With information-rich, web-based reporting, supervisors remain in control of SLAs and OLAs regardless of agent locations, meaning service doesn’t need to be compromised.
Getting the cloud-based solutions you need to make your client happy is easier than ever. We show you how to make it happen.
How it Works
Step 1: We Evaluate Your Challenges
Through consulting and mapping your current customer journey. We work with you to develop the right strategy for your business. Knowing where you’ve been, helps discover where your CX strategy needs to go.
Step 2: We Help You Implement Your New Technology
Mapping your customer journey defines your contact centre journey. We implement the right technology to meet your business needs.
Step 3: Utilise Our 24/7 Service Desk
We stand behind our vendors, but we know you may still need support. We are available 24/7/365 to make sure you get the best user experience for all of our software & services. We act as the conduit to the end to end technology stack you consume and navigate the support for you, so you can concentrate on your business.
Step 4: We Maintain Your Software
Whether fully hosted in the cloud, or a hybrid deployment our monitoring and managed services means you move from scheduled upgrades and reactive support services to an always maintained, hassle-free service.
Quick wins may be within reach
Are You Ready To Start Your Customer ExperienceTransformation?
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