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New generations of consumers are gaining purchasing power and changing the way customers gather information, make decisions, and communicate.
Consumers are rapidly adopting new access methods (web self service), different media types (IM, web chat), and new devices (smart phones).
Consumers are less tolerant of poor service, more inclined to leave after a single bad experience, and likely to broadcast their dissatisfaction using social media.
4net will work with your business to investigate the most appropriate technology and applications for your organisation to adopt to help your contact centre improve performance, drive customer interaction, enhance the customer experience and increase agent productivity – delivering competitive advantage but most of all seamlessly and cost effectively integrating them with your existing infrastructure.
Companies wishing to reduce costs but maintain customer satisfaction are increasingly using virtual agents. A virtual contact centre can allow you to have hundreds of agents across multiple sites acting as a single contact centre.
How well an organization implements key business processes plays a huge role in its success. Informal and inefficient manual processes and disconnected systems can have a negative impact on costs, scalability, and customer perceptions.
Workforce Optimisation helps you to get the best from your people, helping them provide a superior customer service whilst you effectively manage operating costs.
Our wallboard and dashboard solutions can help to engage, impress and motivate agents, supervisors and even visitors with real time information.
Customer Interaction Management software can help you build a detailed picture of your customers by capturing every interaction and transaction. Only when you’re this close to individual customers you can understand, predict and adapt to their needs in real time.
IVR forms the backbone of self-serve applications that allow customers to retrieve account information, place product orders, complete market research surveys and more.
PCI Compliance PCI Security Standards are the technical and operational requirements that have been set by the PCI Security Standards Council (PCI SSC) to protect cardholder data.
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