Contact Centre Consultation

Delivering a Consistent and Human Customer Care Experience

Customer care is vital to any brand’s continued success and has a direct impact on both customer satisfaction and loyalty. Consumer preferences and expectations are affecting how customer care organizations do business–they need to be more empathetic and understanding than ever before, while balancing company policies and sound business practices.

Attaining Customer Care Excellence with InMoment

So, how exactly does InMoment help customer care teams achieve those experiences for their customers? We help our customer care clients use powerful technology and services to provide better service, lower cost to serve, and improve performance indicators.

Make Sense of Your Vast Amount of Data

Contact centres are the epicentre for incoming issues, and if they don’t take intelligent action, customer churn rises and revenue is lost. If customers are concerned or need assistance, being able to view who is affected and what regions need support makes the difference between one disgruntled customer and an entire region. Every level of an organization from the C-suite to the front line can benefit from the actionable intelligence we procure from our approach to data, as well as our ability to automatically categorize and route issues to the correct teams.

Customize Agent Coaching and Action Planning

Our Coach application lets location managers instruct employees and nurture their growth as effective customer care agents. Coach’s customer data-driven recommendations allow you to build your own action plans to drive levels of organizational effectiveness higher. Our coaching is customized and driven by customers’ feedback about agents, giving the team intelligence to enhance every experience and build lifetime value within customer relationships.

Gain a 360-Degree View of Your Customers’ Experiences

Our applications empower customer care centres to listen at any stage of your communication processes. We can capture feedback at the time of call or via after-call emails, outbound dial, SMS, and more! Using InMoment’s powerful analytics can make quick work of disparate datasets, enabling you to gain deeper intelligence and a 360-degree view of the experiences you provide.

Integrate Data From Everywhere with Confidence

We’ve successfully decreased the amount of time it takes to resolve customer complaints. We’ve continued to improve our processes, and as a result, are winning a lot of new business in the marketplace. What we’re doing is being noticed by current and even potential customers.”

Mark Smith, VP Customer Experience, Element Fleet