A chatbot who can answer the most common questions can lighten the agents’ load. But the bot can also be used as a strategic tool to route the contacts to the right channel. Some queries are suitable for self-service, but in other cases such as when there is an opportunity for upsell, it may be smarter to encourage a phone contact. Together we will explore the opportunities with a chatbot in your organization (and make sure the implementation is a success).

A successful implementation of a system for workforce management requires that the user gets to know how the system works, and that it is used to support the goals and challenges of the organization. Our consultants will assist with everything from the big picture to the little configuration details that make a huge difference for effectiveness and customer satisfaction.

Would you like to send information about operational disturbances to your customers? Or perhaps advertisements or a self-service link as a text message? We can help you with all kinds of applications and best practices, as well as create new, value adding solutions together with you.

How come so many customers call us on Fridays? Why do they sound angry when they have questions about invoices? What is the best way to start and end the conversations, and do the agents follow the guidelines? We help you to create a good structure for quality management that will generate business value and make life easier for both the agent and the customer.