Contact Centers

Today, contact center executives and managers are facing tight budgets, even tighter staffing, and ever-increasing call and email volumes. The contact center is the critical area where your customers’ impressions towards the company are shaped, and the pressure to provide excellent service is imperative in today’s ultra competitive market for revenues.

Modernization with Nexaweb

By modernizing your Contact Center with Nexaweb, agents will be more productive using smarter applications that help them get up to speed quickly, repeat best practices, and execute processes efficiently. Most importantly, they’ll have more time to engage with customers needing assistance using a knowledge-enabled, seamless multi-channel customer management platform.

Reduce Costs

• Lower the average-time it takes agents to retrieve or update billing information, service histories, product and promotion offerings, and other information from back-end systems. This can reduce service costs by up to 25% (source McKinsey).
• Cut transaction costs from $2 to $10 when handled by a live agent to just $0.02 to $0.10 (source: McKinsey) if the customer can serve them self on-line; making customer service information and applications available on-line is imperative

Increase Revenue

• Enable agents to quickly access customer segmentation or sales and promotional information. Making this information easily available can increase service revenue by up to 35% (source: McKinsey)

Slow Agent Turnover

• Give agents access to the information they need to service and sell, eliminating frustration for them and customers, and giving them a better opportunity make their commissions.
• With average on-boarding expense at $15,000 per agent, turnover costs employers millions annually in added recruiting and training expenditures.
• Within the average Fortune 500 company, every 1-point drop in the agent attrition rate lowers agent on-boarding costs by $600,000 per year (source: McKinsey)

To learn more about modernizing your Contact Center application with Nexaweb, contact a representative.