Blended Contact Centre

Unique management information suite for back-office and call centre blended environments

Operations Perspective

“I’m still waiting for the catch”

I must admit, I was initially sceptical that the proposals put forward following the site survey could be achieved and in the time scales, particularly in a small technical arena with combined calls and back-office such as ours, and was waiting for the catch. 18 months later, I’m still waiting.

Alistair Milne - Head of Operations

Nexus enables individual performance monitoring across front and back-office activities to identify inefficiencies and maximise service delivery opportunities.

Nexus - Blended Contact Centre

Nexus is designed to promote greater control and visibility of blended back-office and call centre environments. Nexus provides a unique management information suite for back-office and call centre blended environments, promoting greater control and visibility.

Nexus enables individual performance monitoring across front and back-office activities to identify inefficiencies and maximise service delivery opportunities.

Gain greater control of back-office and call centre blended environments and deliver consistent service for your customers by ensuring that the right people are doing the right tasks at the right time.

Nexus enables customer service agents to switch to back-office tasks during times with lower call volume by accessing a prioritised task queue.

Key Features

  • Real-time reporting of all customer calls and touchpoints and information
  • Performance monitoring across front and back office
  • Enables customer service agents to switch to back office tasks during times with lower call volume by accessing a prioritised task queue

Key Benefits

  • Allows and encourages managers to gain greater control of teams and workload
  • Reduce demand and strain on teams by allowing members to work across front and back-office
  • Reduce demand drivers, number of calls in the contact centre and volume of complaints
  • Greater customer satisfaction

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