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“The dashboards and reports provided by UQube gave us visual insight that we had never seen before, helping us to optimize our staff levels and minimize our abandonment at key intervals throughout the day….” |
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Customer Service
It costs anywhere from five to ten times more to obtain new customers than to keep the ones you have satisfied. A top-performing customer service operation is absolutely essential. In the moment when a customer is connected to care, that rep is your company in the eyes of your customer. Does she represent you well? Is she working with your customers they way you would if you were in her shoes?
UQube Customer Service gives managers vital information to understand key issues arising from customers, how well agents’ handle them, and how efficiently calls get handled. The goal of any customer service call center is to handle calls as efficiently as possible; to solve customer issues adequately the FIRST time a customer calls about it; and to do so through a quality interaction that contributes to a positive customer relationship. The fact is, solvable issues like long queues, high abandon rates, and poor service levels in customer service can wipe out successes won in other areas of your business.
Decisions can only be taken when the right information is presented in a timely manner with enough detail to suggest appropriate action. Upper Quadrant coordinates and combines all the data handling among your vendors – all the call centers and the customer sat / quality firms that track the pulse of agent-customer interactions. With UQube, the process is easy – dashboards visually demonstrate key metrics and trends, while drilldown detail is available in reports with easy-to-read formats.