Measure your team performance and your customer satisfaction. Knitplex CX provides you with the tools to improve performance of your teams using statistics, analytics, call recordings and customer behavior.
Knitplex Contact Center: CX is a native extension of the Business Phone System. Staff members can be added to CX queues as agents and retain the same extension and Desktop, Web or Mobile experience while they engage with the customers or other team members.
Go beyond Voice! Engage your customers using SMS, Web Chat, Email and Social such as Facebook, WhatsApp and others. Knitplex CX provides a unified engagement experience with your customers across all communication mediums.
Don’t just send your customers to voicemail or worst yet reject the call with a busy tone when you or your team are on the call. Have your customers wait a few minutes listening to music or your pre-recorded messages while one of your team members becomes available. The queues will connect the waiting customer to next available staff member or agent as soon as they become available. Your business can have a queue for each department such as Sales, Finance or Support in order to serve our customers better.
If a customer does not want to wait for the next available staff member or agent, they can choose to receive a callback as soon as the next available staff member is available. They will still remain in the priority queue and will not loose their place but will not have to wait on the phone
Nobody will wait forever, therefore if too much time has passed and the customer is still waiting, ArcUC queues can transfer the customer to a voicemail or another priority queue where other staff members who are less busy can take the call. Furthermore, with abandoned call notifications you can be notified via email that a customer call was missed and the team can choose to call the customer back at a later time.
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Know which team members are preforming well and which need more training by quickly reviewing team performance analytics for each ArcUC queue. View statistics such as percentage of calls received, successfully answered or failed to answer. Listen to recordings in order to review actual performance and train new staff on how to properly communicate to customers.
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