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Swift Response
Optimising Contact Centre Efficiency
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The Challenge
Contact Centre’s face today
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Efficiency
High average handling times (AHT), long wait times, and low first call resolution (FCR) rates, Fewer calls handled by agents, Inefficient call routing to agents, Low cross-sell/ up sell rates.
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Customer Satisfaction
Poor customer experiences leading to low satisfaction scores and high churn rates.
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Operational Cost
High operational costs due to inefficient processes and resource allocation, long training times for agents and supervisors.
Introducing Swift Response
Live Actionable Dashboard
Deliver interactive dashboards with real-time data, granular insights through drill-down, and direct action links for immediate response and optimisation.
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Humanizing Technology
Leverage AI, chatbots, and CRM integration to automate tasks, enhance agent capabilities, and deliver superior customer experiences.
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Empowered Customer Support
Unified customer journeys for personalized, effortless support by empowering agents with a complete customer 360-degree view, for faster resolutions.
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Accelerate Agent Success
Revolutionize agent performance with instant product knowledge, reduce training time, increase efficiency, and drive cross-selling through instant product insights.
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Lightning fast Progress
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Flash Focus
A qualification call for rapid problem identification and validating assumptions
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Pathfinding
Comprehensive evaluation of current contact centre operations through call centre data, user interviews and direct observation.
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Blueprint
Customized strategy to address identified inefficiencies and challenges.
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Manifest
Depending upon the complexity and number of journeys
SwiftResponse Impact Stories
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Get in touch