© 2018 by Service Agility

Your IVR welcomes each and every customer to your service center.  First impressions matter - what does yours say to your customer?

Let us help you transform your greeting to one that increases self service utilization and reduces agent workload while decreasing customer effort.  It's higher satisfaction at lower cost, and we can deliver it a number of ways:

  • IVR Design Services

  • IVR C-Sat Benchmarking

  • Skills Based Routing Enhancement

  • Any combination of the above

 
 
 

Workforce Management (WFM) is the great enabler.  Get the numbers right, and there are no limits to what you can do.  But when the numbers are wrong, everything suffers.

WFM is a unique and important specialty, and talent is in short supply.  We've developed best practices, built long term staffing models, enhanced communication techniques and improved WFM operations for clients in every industry.  Raise your WFM performance to the next level with the help  of our expert services in the following areas:

  • WFM Assessments

  • Long Term Capacity Modeling

  • Enhanced Forecasting

  • WFM Training (for all levels)

 

Get an assessment from an industry leader. We have written best practices across multiple call center disciplines, and we know that the art of contact center management lies in the ability to customize them for your unique environment. Choose from some or all of the following areas:

  • Customer Satisfaction Surveying

  • Employee Engagement

  • Performance Coaching

  • Hiring 

  • Training

  • Quality Monitoring

  • Workforce Management

  • Reporting and Metrics

  • Call Design, including IVR and SBR

  • Phone and Related Technology

  • Content Management and Call Handling

PERFORMANCE ASSESSMENTS

 

Contact center management is a skill.  If you want great performance results from your contact center, you need highly skilled people running it.  We offer classes in the following areas:

  • Contact Center Principles

  • Workforce Management

  • Meeting the Small Contact Center Challenge

  • IVR Design

Our classes are interactive and customized to fit your needs.  Our innovative approach applied to your specific situation engages the audience far more than off-the-rack options delivered by less experienced instructors.

Training