As mid-market and enterprise contact centres are scaling to manage more customers, through increase marketing and new products & services, there is a greater potential of having less than efficient and effective processes to manage all those relationships. Enjector Software’s unique combination of knowledge, tools, technology, services and partners ensures that we can help you to ensure that your contact centres are kept to a high standard and are a valued part of the overall organisation as it grows. Demonstrable benefits of our Solutions outlined below include: Reduce Operational Costs Increase Revenue Reduce Risk

Do your agents have to ask for the customer’s account details even when the customer has already  given this to an automated system or another agent? Could you benefit from having remote agents being able to manage customer interactions securely through a web browser who perhaps could manage your peak volumes of calls or emails?

Your customers communicate with you using different channels. Do you want more visability on how effective these different channels are and whether they are working together effectively?  Analysis of current processes and results are key to improving your business.  So do you know how to get key pieces of business information to improve a particular process? Do you need to understand how well your agents are coping with managing your customers?

Do you have particular types of customers that you wish to handle differently within your contact centre? How about giving your high value customers to highly skilled agents who could potentially cross sell an additional product or service to the customer. Maybe the customer has an exception on their record and needs redirected to an appropriately  skilled agent. With channel integration already in place this information could already be there. Why not route customer coming into the contact centre based on the data contained in their account records rather than which option they pressed in an automated system?

Do you need to dial a list of customers? Do you need to measure how effective a campaign is? How much productivity would your agents get if more live calls were offered to your agents rather than manually dialing numbers?