Performance, engagement and compliance
at every level for every employee
Employees are some of your company's most valuable resources. Empower them for success
Agent Interaction Management
Monitor agents’ interactions, analyze, and discover actionable insights to significantly improve quality, compliance, soft skills, performance, and the agent experience​.
-
Identify agent sentiment and behavior
-
Improve agent experience and retention
-
Easily pinpoint and be automatically notified of interaction anomalies
-
Ensure work adherence and compliance
-
Uncover targeted training for professionalism and soft skills
Agent Engagement Management
Monitor agents’ processing of customer service requests, engage in real-time, notify, and assist agents to perform better.
-
Monitor and assist agents with timely processing of customer requests
-
Real-time reminders for upselling and customer announcements
-
Real-time guidance for critical events
-
Real-time notifications for agent next best actions
-
Help agents avoid mistakes and perform better with in the moment notifications
Agent Augmentation Management
Work smarter not harder with automation that takes the guesswork and human error out of workflows and processes. Streamline agent experiences.
-
Identify, analyze, and automate follow-up actions
-
Automate wrap-ups, call summaries, and other repetitive tasks
-
Reduce training time and avoid mistakes with automated agent workflows
-
Add intelligent virtual agents to augment live agents
Increase soft skills and professionalism
Quickly and easily identify areas of soft skills such as empathy, professionalism, and courtesy that need improvement and set your agents apart from the rest of the crowd. Gain a competitive edge that increases loyalty.
Empower agents and maintain quality
Never leave agents guessing about whether they are meeting expectations for customer satisfaction and company compliance. Automated feedback loops engage employees right where they are.
Improve performance with real-time coaching
Post-interaction is not the time to discover the best next steps an agent should have taken. Give agents the tools, recommendations, and next best action they need, when they need it.
Don’t risk your business on poor workforce performance. It’s time to overcome.
Decreased Productivity
High Turnover Rates
Loss of Revenue
Customer Churn
Increased Operational Costs
Low First Contact Resolution
Increased Training Costs
Lost Business Opportunities
Reputation Damage
Compliance Risks
Legal Risks
Ineffective Retention
You could achieve results like other customers
decreased average handle time
decreased average continuous silence
reduced costs for quality assurance
Heading 6
Drive performance through analytics and automation
​
Data-driven training, coaching and development powers faster speed to proficiency for new hires and keeps tenured associates on a path of improvement.
Team leaders are equipped to keep teams fully engaged, reducing disruption and expense.
How we help get you there...
Unique customer programs to make you a customer for life
We tailor our Customer Success Program for you
-
Highly affordable suite of unified intelligent automation building blocks
-
Free consultations with industry experts
-
Free option to try before you buy
-
Tailored solutions
-
Free hands-on onboarding for 30 days to fit the solution and demonstrate ROI
-
Unique post-sale Customer Loyalty Programs
Billie Clarke's Answering Service
We believe every second of silence in a call center is an opportunity lost. It's not just about the inconvenience for the caller; it's about the impression it leaves and the potential business that slips away when communication isn't seamless. With all the actionable insights available from Nexe`llecta (multichannel interaction analytics), we’ve identified and mitigated unnecessary silence, optimized processes, and delivered the best service possible for our clients.
Susie Etzel, President of Billie Clarke's Answering Service
