Are you using that rocket technology to help your agents? Your customers? Channel alignment, initiatives and work delivery are critical to labor. A full review of your current systems will help streamline work, shift work to the right channel, and integrate the channel strategy with your labor plans and spending.
Voice, Chat, Text, Email , Self-Service
Telephony systems have come a long way from caller ID, but are you using them to deliver work in the right way? Are you getting too clever at skill based routing and wondering why you don't have enough people? Diagnosing where you can improve with your current system takes experience and knowledge. Using a smart telephony system helps your call center, your agents, and your customers. Become the expert that knows your customers!
Are you segmenting chat work but not sure why? Are you using self-service and AI in chat and text? Chat platforms, chatbots, email, and CRMs (Oh my!). There is a lot to consider. We'll get you set up and trained so you and your staff can hit the ground running.
Are you grooming your bots? Do you need a bot? Do you want your bot to help your customers? Have no fear, AHWS Super Bot Intelligence can design, develop, improve, and adjust your bot to ensure you are maximizing every customer opportunity.
Are you still manually moving emails to agents? Are agents cherry-picking short emails? Are cases being worked without order? Improve response time and performance by getting the right work to the right agent. We help remove the guess work out of agent productivity.
