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CX Master Class: No-code call center automations

babelforce

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Type End Quantity
Customer experience Master Class 1 hour before event starts Free  

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Your initiatives are less likely to succeed if you cannot change things in the call center quickly and cheaply. CX and Service managers need to know that they can create any call handling process to support customer experiences. Any barrier to design, creation and optimization of the underlying processes simply gets in the way of your plans. 

Contact center process expert Pierce Buckley will demonstrate how you can control everything to do with call handling, without starting any big IT or software projects.

Businesses with dedicated customer contact teams require powerful services to manage their operations. Taking the processes which drive the engine of your call and contact center, Pierce will show how to construct end-to-end caller journeys, integrating various systems and employing best practices:

  • Self-service options: automatic shift to web help
  • Triggered SMS support
  • IVR design
  • Eliminate waiting on hold: channel-shift and alternative services

Once these core automated elements have been incorporated, the key to optimizing the call process design is having access to deep configuration, and the insights to guide these changes. To achieve this, other systems must be integrated:

  • CRM for ticketing and reporting
  • KPI dashboards for monitoring
  • BI solutions

In this webinar, Pierce will show how the whole lifecycle of caller journey optimization depends on an architecture that supports integrations and control of components at different depths in the contact center solution stack.

It will be useful for anyone who manages and optimizes customer experiences that involve the call center in an omnichannel service environment.

Have questions about CX Master Class: No-code call center automations? Contact babelforce

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babelforce

babelforce offers the most powerful and flexible cloud call & contact center for large businesses. Connect any device and create any call handling processes - no coding required.

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