Contact Center

Contact centers are the epicenter 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.

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.

Our applications empower customer care centers 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.

InMoment makes it simple to pour feedback from a variety of sources directly into a CRM. This capability allows you to provide a backdrop of operational and financial data for customer feedback, granting additional context to customer experiences and how they might be made better.