Custom Contact Center Solutions

1. Customized Communication

Communication is the heart of a Contact Center. While there are options for on-premise and cloud-based phone systems, a VoIP communication system gives you the flexibility you need to simplify all inbound and outbound interactions. It also supports remote staffing and the scalability to grow your company. Providing customers with a positive experience is the ultimate goal, and having a customized communication system can give you options for voice, chat, and video conferencing. Call management is also something that can be personalized to your business to ensure you have everything you need to succeed.

2. CRM Configuration

Customer Relationship Management software is essential to every Contact Center. It provides your employees with real-time customer information so they can provide excellent customer service. CRMs also help you manage and grow your business. Whether you need a solution that works with your current CRM or a solution built from scratch, WTS can create a custom Contact Center Solution that is unique to your company.

3. Aligned Reporting

Key Performance Indicators, or KPI reporting, is an essential feature for Contact Centers. You need a solution that will help you track agent performance with specific reporting that aligns with your company’s business objectives. When it comes to reporting, you need personalized options like First Call Resolution, Customer Satisfaction Score, Average Handle Time, and Abandonment Rates. These can help you identify Contact Center specifics where you’re agents are falling short and make data-driven decisions for better customer satisfaction.

4. Quality Assurance Specifics

Personalized call analytics help you evaluate and improve agents’ skills to meet the Contact Center’s goals. Call monitoring and other customizations can help you build a quality assurance program that will ensure high-quality service to customers and better insight into your employees’ strengths and weaknesses.

5. Integrated Collaboration

Internal communication within a Contact Center is vital. From management meetings to coaching sessions for agents, and various training opportunities, you’ll need an integrated conferencing & collaboration system. With WTS, you can collaborate with an in-office experience from anywhere. Host live or scheduled training, meetings, webinars, and presentations with high-definition video feeds. Collaborate with you team with an efficient platform that allows you to share your screen, upload, share, and annotate documents, record meetings, and video stream.​

Want to learn more? Let’s talk. Contact our team at 843-236-6436.