Actionable Information to Improve Customer Satisfaction

Your contact center metrics tell a story. Important numbers such as wait times, call abandonment, first call resolution, and other KPIs hold the key to understanding your customer journey map.

To enter into your customer’s perspective, it’s vital to gain granular information that helps you see the big picture. Without data to identify customer hold times or how many are sent to unqualified agents, you may find out from social media. With global social media platforms, your customers can vent their frustrations online—and destroy your company’s reputation.

Before your customers take their problems to Facebook, understand your metrics, address them with effective contact center software, and implement training that improves processes. Packet Fusion helps you accomplish all three goals.

When you partner with Packet Fusion, you’ll discover whether your customer journey map offers a smooth or rough ride.

Ensure your customer journey reflects your standard of service.

All Service Strategies Have One Goal: Improving the Customer Journey Map

Responding to the needs of your customers—now and in the future—can require everything from analyzing agent KPIs to providing customers with communication options. Contact center managers can benefit from our in-depth knowledge in contact center technology and our expertise in identifying and adapting to customer needs. Offering services that align with customer preferences can increase your satisfaction metrics.

One Pane of Glass

Simplifying how your agents respond to internal information and external communication can improve your contact center’s productivity. With one pane of glass, you can give agents the right tools for meeting customer needs. Enjoy one platform to monitor email, chat, social media, and calls. Bring contact center communications into one pane of glass.

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Customer-Centric Communication Options

to be served by your company. From chat messages to traditional phone calls, you’ll broaden your customer journey map and help your business flexibly respond to customer needs. Expand how you communicate with contact center solutions.

Expand How You Communicate

Give Lifeless Reports a Voice

Analytical and diagnostic support gives lifeless reports a voice that tells what customers experience each day. Many contact center managers are challenged to translate metrics into an action plan that improves customer service. Packet Fusion offers diagnostic support to interpret metrics and customize training to address areas for growth. Find clarity and direction with contact center support.

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Guidance to Navigate the Future of Customer Service

Customer service technology is never stagnant. Email, chat, and social media have revolutionized contemporary business models, and the future years hold new technologies that will do the same. In order to remain competitive and continuously improve customer service, contact centers must keep abreast of technological developments. At Packet Fusion, we help our clients stay relevant by monitoring emerging technologies such as AI and virtualization. Let’s discuss how up-to-date your contact center is.

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Your Customer Journey Map and Our Promise

As a contact center, success is measured by your customer journey map. Yet the quality of that customer journey map depends on quicker calls, skilled agents, shorter wait times, and more—in other words, metrics.  

 

Improving metrics is the key to refining your customer service. But Packet Fusion knows that simply finding a new software won’t solve your problems. We help our clients address the heart of their challenges by analyzing metrics and empowering agents through both better technology and training.
When increased metrics indicate your customers are satisfied, that’s when we know we’ve accomplished our goal. After all, serving you well is serving your customers well. Improving your customer journey map is our promise to you.

What You Need + What Your Customers Want = What We Provide