CUSTOMER EXPERIENCE
 
Quality Assurance
Quality Assurance
Satisfied customers prefer to commit themselves! The prerequisite for this is outstanding service quality and continuous improvements. ASC helps you to master this challenge with its customized quality monitoring solution.
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eLearning & Coaching
eLearning & Coaching
Constantly evolving! Agents must continuously develop their skills to meet consumers’ growing expectations. We provide a solution through eLearning to determine each agent’s performance on an ongoing basis and present training options accordingly.
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Utilization of Vital Information
Utilization of Vital Information
Automatically generate valuable knowledge! With time, your contact center accumulates a wealth of knowledge regarding your customers and your business. However, it is nearly impossible to manually mine and leverage this vast quantity of customer data. ASC’s speech and text analytics tools filter this vital information in no time.
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Voice of the Customer
Voice of the Customer
Recognize opportunities at an early stage! The customer’s opinion should be the leading quality metric in any company’s quality management process. ASC's customer feedback solution combines surveying and quality management in a single platform.
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Workflow Perfection
Workflow Perfection
More time for the customers! Your agents are your most valuable resource. Our desktop analytics solution helps you assess the efficiency of your processes to ensure their time is well spent on a wide variety of tasks. It identifies procedural weaknesses through intelligent screen capture and improves overall efficiency.
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Analytics Use Cases
Analytics Use Cases
Contact centers accumulate large amounts of recordings of calls and screen activities, chats, SMS messages and other types of communication. By means of sophisticated analyses, this data gives valuable insight into customer behavior and thus contributes to improving the customer experience, increasing efficiency, and revealing new revenue opportunities and business risks.
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