NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
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Unified Agent Desktop : All You Need to Know
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Today, contact centers have revolutionized the support system. Gone are the days when agents were just expected to make a specified number of calls and generate leads. Now, agents are required to create exceptional customer experience (CX) by educating callers about their queries and making a cross or up-sell of products/services. Also, they need to outmatch their competitors. Here are some ways to boost your contact center performance with integrations.
Old in the industry but still neglected by numerous contact centers is the Interactive Voice Response (IVR). IVR script needs to be designed according to the customer’s journey that redirects the caller to the concerned department. It will balance the call volume and increase self-help for callers. Via IVR, customers will be able to approach the skilled agent or specialist and get their queries resolved instantly. This keeps the agent stress-free from the huge call volumes and focuses on making customers delighted.
Every contact center uses an agent desktop, but is it loaded with all the required functionalities? To optimize agents’ performance and make the most of their potential, make sure the Unified Agent Desktop
Else there will be an increased level of frustration among agents and customers with long hold time and higher handle time. In the long run, an incapable desktop will reduce the efficiency of agents and keep them demotivated.
Every individual requires motivation, especially at work, and that too if it is about contact center agents. Day-in-day-out they have to hear numerous calls and address customers’ issues. In such a busy schedule, it is important to keep them motivated and notice their good performance. What could be better than displaying the performance to the floor? To boost the efficiency of your agents, get interactive wallboard installed in your contact center. This will display the real-time performance of all agents to everyone on the floor. The great performers can be appreciated and the agents who aren’t serious yet will get a reality check of their work. A healthy competition will better the performance of every individual at the call center. So, your Contact Center Wallboard should have
In addition to motivation, it is necessary to monitor the agent’s performance via the supervisor’s desktop. Every contact center has supervisors to keep a check on the agents and their performance. Hearing calls is not the only task that can get the maximum from the agents. Here’s the checklist your Supervisor Desktop should have
Agents need to be supervised regularly for assistance and management to use their potential positively for business growth and create an outstanding customer experience.
From time to time agents require supporting gadgets to ease their tasks and improve their efficiency. These are preferred when coming as in-built gadgets with the agent desktop. These gadgets can be added or removed as and when required. Some of the majorly required gadgets include
After collecting data from advanced monitoring performed through supervisor desktop, internal survey forms, and wallboards, it’s time to analyze it and find out the weak areas that require agents to be trained upon. Training is not necessarily to be software-focused but can be process-focused or policy-related. Make sure you don’t indulge agents in too much training or for a long duration. Training has benefits such as
If you are still restricted to a single channel that is the voice, it is time to step ahead and explore other communication channels. Integrate your contact center system with email, chat, social media, and more. This is an amazing strategy to distribute the load of call volumes and feel customer valued by being present for services where the customer prefers. Instant help on every platform lets you hold the customer with your business as issues can be solved instantly.
Induce healthy competition among agents on the grounds of how competitors are performing or within the team. Set targets and a benchmark to be achieved every month or annually. And set a defined incentive/award for making the same. Be cautious that the pressure does not convert it into a burnout situation resulting in a business dip.
Apart from the software, products, and training, other things motivate agents. These induce positivity among agents and boost their performance to an optimum level. Working hours, incentives, work from home, monetary benefits, office parties, occasion celebrations, and comp offs are some of the adds-on that leverage agents’ efficiency.
As the famous line goes, “happy agents create happy customers”, so you need to support your agents and simplify their work with the best of technology. Integration is the magic wand that connects various 3rd party applications empowering agents to perform their best even with the possible resources available. Agents get the power to create a personalized experience, handle call volumes, and more. So, get ready to tap the untapped potential with seamless integration of your software and 3rd party applications.
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