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Your contact centre can make or break your brand reputation, so make every interaction world-class!
Now more than ever, with customers making contact across a growing range of channels, your contact centre is one of the factors that will determine their overall perception of your service quality. For many customers, it will serve as your 'front door', and so every element must be tailored to provide a seamless, stress-free experience - from the first point of contact to the final resolution, every time.
However, with customer interactions now taking place over the phone, via chatbot, video call, email, and more, establishing a truly seamless customer journey is frequently easier said than done. If customers are forced to repeat the same information to a different agent each time they make contact, it will negatively affect their perception of the whole process, regardless of whether a successful resolution was achieved.
- 45% of contact centres say they lack a centralised view of the entire customer journey
- Only 47% of contact centres say their agents can access a complete view of each customer's case history
So, we decided a new approach was needed.
At EXPO.e Networks, exceptional customer service is part of our company DNA, and has been since our company was first launched, more than twenty years ago. That's why we originally decided to display our industry-leading NPS score live on our website and continue to do so to this day. We've seen what can be achieved when the right technological foundation is combined with a highly consultative, hands-on approach, and have worked with several leading technology vendors to apply this to the contact centre.
Our omnichannel Contact Centre as-a-Service (CCaaS) solution was designed to provide a single answer to this evolving challenge - a fully integrated, Cloud-based solution that optimises agents' performance and wellbeing, while providing team leaders with the actionable data they need to drive a culture of ongoing improvement - all through a single pane of glass.
With prebuilt CRM and ITSM integrations available, our CCaaS solution supports and automates your contact centre workflows, with next-gen AI technologies offering deep, real-time analytics at the micro and macro levels. At each point of contact, the agent has the customer's full history displayed in front of them, with multiple tools to support communication and collaboration with colleagues, whenever necessary - everything they need to deliver a successful resolution, just one click away.
And, of course, all this is built on our own enterprise-class, business-only network, ensuring exceptional performance and availability, wherever your agents and customers are located. As soon as you connect to EXPO.e Networks, our CCaaS solution is ready to deploy, along with the full range of solutions from across our Four Cornerstones. In fact, there's a special introductory CCaaS offer when you connect for the first time…
Connect to EXPO.e Networks today, and get 10% off your first CCaaS deployment
Whichever sector you operate in, exceptional customer service is no longer a 'nice to have'… It's essential. Connect today, and make sure every customer interaction is a successful one that builds trust and brand loyalty.
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