Technology providers must operate on the leading edge, providing solutions that meet current requirements while staying ahead of future demand. You require solutions that are flexible, scalable, and capable of meeting ever-changing needs.
Uptivity’s suite of contact center solutions enables your organization to stay ahead by providing the ability to:
- Deliver exceptional customer service.
- Expand cross-sell and upsell opportunities.
- Drive operational efficiencies.
- Achieve regulatory compliance.
Deliver Exceptional Customer Service
According to a recent industry study, 95 percent of customers who have a satisfying contact center experience will do business with the same company again, compared with only 35 percent of dissatisfied customers. This underscores the need to deliver the highest level of customer service. Uptivity can help:
- Increase first call resolution (FCR) rates through coaching and training. Studies show that customer satisfaction levels drop by 28 percent when resolution requires more than one call.
- Leverage surveys to build customer relationships. Gain insight into the motivations and preferences that drive customers, improve the quality of customer interactions, and identify potential opportunities and threats sooner.
- Quickly bring agents up to speed on new products by incorporating a coaching and training program.
Expand Cross-sell and Upsell Opportunities
Provide your internal sales staff with the knowledge and skills they need to quickly understand new products and determine sales best practices. Uptivity’s solutions allow your organization to:
- Improve cross-sell and upsell performance through coaching and training.
- Identify high-performing agents through quality management (QM), and use their calls as examples to train underperforming agents.
- Quickly determine if agents are engaging in cross-selling and upselling through the use of speech analytics.
Drive Operational Efficiencies
Increased competition, consumer portability, increased costs and decreasing margins are forcing technology providers to reduce operational costs in order to remain competitive. Uptivity can help:
- Identify workflow issues and interface design flaws through desktop recording.
- Reduce average handling time (AHT) through performance management and QM, resulting in lower staffing and telecom costs.
Achieve Regulatory Compliance
Uptivity Compliance protects customer privacy and confidentiality in accordance with various regulatory requirements, by offering:
- Cardholder data protection
- 256-bit file-level and SSL network encryption
- Security blackouts
- User security and audits