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A Superior Customer Experience Starts with Eleveo

Customer Experience: A Competitive Differentiator

When customers interact with your agents, they expect a professional and efficient interaction that resolves their issue on first contact. That’s a high bar.

Now more than ever, CX is a potent competitive differentiator. Meeting or exceeding today’s customer expectations isn’t easy, and the stakes have never been higher or more complex.

Delivering a superior CX requires tools that help contact centers:

optimize staffing
improve agent performance
analyze every customer/agent interaction

Customer experience is a human experience

The way contact centers approach customer interactions is constantly evolving. Sheer efficiency – delivering the customer’s desired outcome quickly – is still central, but the bar has been raised.

More than ever, customers value ‘soft skills’, like agent empathy and emotional intelligence. How can contact center leaders build soft skills into their agent workforce?

Hire for it:

Requires rigorous (and expensive) screening practices during the recruitment. It also means paying more to keep those agents satisfied once they are hired.

Teach it (within limits):

Requires an approach to coaching much different than the approach used to teach ‘hard skills’ (product knowledge and contact center processes).

Leverage Technology:

Eleveo Speech Analytics evaluates speech patterns, voice tones, crosstalk, phrases and even silence on a call to generate insights into customer and agent attitudes and emotions, as well as agent aptitude.

Customer experience is a logistical challenge

For contact center managers, priority-one is making sure there are always enough agents — with the right skills — ready to handle the volume of customer interactions coming your way at any given moment.

Easier said than done, especially when you’ve got multi-skilled agents juggling different channels and unpredictable demand.

That’s where our smart, easy-to-use WFM solution comes in. It takes the hassle out of forecasting and scheduling across all your channels and agent skill sets. By tapping into your contact center’s historical data, our tools create accurate, real-world forecasts and schedules so you can match staffing to demand without the guesswork. And our AI-Driven Auto Scheduling makes creating an optimized schedule as easy as pushing a button.

Our WFM suite includes many other tools - including Real-Time Schedule Adherence and Intraday Scheduling - that impact customer experience by helping you manage unpredictability.

CZ (Global)

Eleveo a.s.

IČ: 25730151

Boudníkova 2514/7

Prague 8, 180 00

Czech Republic

info@eleveo.com

+420 222 554 112

US

Eleveo Inc.

Franklin, Tennessee

+1 (615) 224-3414

+1 (888) 939-4291

SK

Eleveo a.s., organizačná zložka Slovensko

Košice, Slovakia

+421 948 892 189

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