Increase customer satisfaction with integrated cloud communications
Everything at MatrixOneSource is geared toward delivering a great customer experience, but relying on various PBX hardware systems with frequent breakdowns and constant maintenance costs was making that tough to do. After moving to an integrated VoIP and Contact Center cloud technology with 8x8, the company’s service desk achieved a first-call resolution rate of 86% and higher overall customer satisfaction.
Swarm customer issues the right way
When you have the right contact center technology, you can deliver the kind of outstanding support that delights your customers – because problems like limited call volume visibility, long wait times or misrouted calls disappear. Instead, companies get intelligent call routing and real-time metrics that enable them to be more agile and responsive, to better solve customer issues the first time.
Evaluating your Contact center training program
What’s the right framework to be sure that your contact center training program is an effective coaching tool for support reps? The key is a systematic evaluation process that defines measurable objectives and assesses whether those objectives have actually been met. The benefits are higher agent productivity, quality management, and better overall contact center effectiveness.
Automatic insights on 100% of calls
Today’s contact center technology needs to keep up with demanding customers who expect support reps to understand exactly what they’re calling about and how to fix the problem. A seamless customer experience starts with streamlined operations where calls go to the right people who are armed with the collaboration tools to get quick answers, and when managers get analytics insights that pinpoint the ‘why’ behind a customer’s pain or satisfaction.
The power of a contact center with CRM integration
Companies need a reliable and secure way to integrate their contact center and CRM systems. This enables teams with up-to-date customer information and turns every agent into an expert with the answers to provide highly personalized service via phone, email or chat. Plus, supervisors get real insights into contact center performance and analytics to see how customers are being served across every channel. And that kind of efficiency means high-value customer and employee satisfaction.
8x8 is extremely fast to deploy and easy to use. We can seamlessly set up a new hire with a phone number and voicemail in under a minute!
We needed a complete solution: phones, online meetings and call centers. 8x8 is the only hosted VoIP provider that can integrate a virtual call center into their service.
As we looked at enterprise communications providers, we found that 8x8 offered the highest levels of uptime and security to successfully run our global business.