We deliver dynamic, innovative contact center solutions by integrating best-in-class technology with an expertly managed operations staff. In addition to our successful speech analytics programs, our leadership team has software development in their DNA. We have what it takes to solve our clients’ biggest challenges or we innovate a solution to meet their needs!
Customizing Innovative Technology to Enhance our Services
ContactUS University, our online learning management system, radically alters the way we train across the enterprise, on everything from client support content to staff PCI awareness and much more.
- Content can include:
- Client curriculum
- Up-training education
- Corporate learning (e.g., PCI Awareness)
- Gamification and badges
- Client presence during training is welcomed
FOCUS is a proprietary performance management application we internally developed to invest in our clients’ interests. This tool provides real-time actionable data on our agents’ performance to help us continually improve and maintain accountability.
FOCUS captures data from source systems, aggregates and presents the data to our operational team to enable them to quickly pinpoint performance-affecting improvements, and to enhance the customer experience. By delivering multi-dimensional views of agent performance, we can quickly identify areas of improvement.
Not only does FOCUS make our agents better, but, ultimately, delivers enhancements to our clients’ customer experience.
ContactUS uses an agent profiling system to ensure agents are identified, screened, and hired “based on your ideal agent profile” so that we get the hiring process correct, straight out of the gate. It increases hiring accuracy, reduces attrition, increases employee satisfaction rates, and ultimately drives higher customer satisfaction for our clients by ensuring we place the right people in the right roles, and keep them there, through performance rewards and company engagement.