WorldwideContact Centre
Ensure your contact centre agents have the right information at their fingertips.
The contact centre has long been the organization’s hub for customer service. Ensuring agents have the right information at their fingertips is essential to increasing customer confidence. But with this knowledge scattered across your business, you need to look beyond the contact centre, involving subject experts to provide the answers to your frontline staff.
Turning contact centres into profit centres
Traditionally in most organizations, the contact centre is a cost centre. But this is changing as a result of increased focus on Customer Experience. No longer are agents just delivering great customer care. Since automated systems are dealing with FAQs, agents are generating revenue! Download out contact centre product data sheet to find out more.
Over the last decade our clients have won multiple awards for our contact centre solutions, including 'Best Technology Partnership' for three years running at the CCA Awards.
Read more about the awards here.
Features
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Built in authorization workflow
The flexibility of Transversal’s contact centre solution means you can create the workflow to share the information across the organization and beyond.
Tailored to your company structure, it guarantees that content is signed off correctly before being made available to agents. But these safeguards aren’t at the expense of ease of use – you don’t need any specialist skills to create and upload content, just access to a Web browser.
It just works
Most contact centres already have multiple systems in place. Our open solution slots right in, connecting quickly to other applications to share information.
This makes it easier and faster for agents to do their jobs and delivers a seamless experience for customers.
"I don't understand how, it just works"
Sharon Millard, Customer Contact Manager, Mothercare.
You can also watch the Mothercare case study or download it as a PDF.
Meet exacting audit requirements
Our contact centre solution removes risk and aids compliance.
We incorporate stringent security, custom quality control and a full audit trail as standard, meaning you know exactly who has added content to your knowledgebase and when. Our modular approach also means that agents only see content that is relevant and necessary for doing their jobs.
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Simple information sharing
Our contact centre solution is designed to share a knowledgebase with Web self-service.
However, we can tailor content to provide more detail to agents, for example around policies or by adding multimedia files, allowing them to add value without increasing cost. And as the solution is Web based whoever you want can securely access it, whether teleworkers or outsourced staff and partners.
Get in touch
For an informal chat, or to request more information on the services that we provide, please contact us.
Email UsRequest DemoMothercare Video Case Study
In our short film, Mothercare staff talk about the results of choosing Transversal to help unify its customer experience across its multichannel touchpoints.