Customer Services Solutions with Firefly
The quality of your customer services is fast becoming a differentiator between your business and its competitors. Firefly is used in the customer services arena to:
- # Reduce training time for new agents
- # Guide agents through complex processes to resolve customer queries
- # Enable flexible resourcing so that an agent can work in all areas of the call center
- # Ensure that every call is compliant
- # Reduce call length by automating administrative tasks such as the creation of documents
- # Update and maintain CRM systems
- # Create a full audit trail for reporting
To find out more select one of the areas below.
Call Scripting
When a customer phones up for help he or she could be wanting support, help, advice, information or details on one of a hundred different things. Training helps to get a service representative started but how will he or she remember all the detail... and what happens when he or she leaves or moves on in the organization? Firefly enables the capturing of knowledge to provide scripting and guidance for customer services agents and, crucially, also automates complicated and time consuming tasks.
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Customer Portal
With millions of global active web users and numbers increasing - it is accepted that the web provides one of the most powerful interfaces to your customers. With Firefly your customers can interface with your company as if they were speaking to one of your most skilled customer services staff all day, any day and 24 hours a day.
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Orchestrating Systems
Whilst traditional call scripting gives the illusion of managing the sales process or call it really is only one element in a set of complex tasks, inputs and administrative work required to handle the customer interaction. Firefly's unique orchestration capabilities combine simple scripting with creating, updating and escalating task level activities (e.g. setting a call back), the integration of multiple systems (e.g. with a dialer or a CRM system) and business rules.
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About Firefly
Firefly is a unique technology which enables business people to build scripts, processes and guides that include sophisticated business rules without any help from IT.
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Improving Contact Center Service and Performance
