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Achieve Customer Satisfaction Excellence

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To retain employees, organizations need to improve agent engagement and promote …

To retain employees, organizations need to improve agent engagement and promote
job satisfaction. Agents who are more engaged in their work provide better
customer service. The Avanade CRM for Contact Center solution has real-time performance management capabilities to help organizations motivate and retain satisfied
employees. Scoring capabilities also promote good agent behaviors and control
quality. For more info, go to http://avana.de/ZyepAa.

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  • 1. Avanade® Customer Relationship Management Solution Avanade CRM for Contact Centers Achieve customer satisfaction excellenceSatisfied employees and customers Focus engagement • ncourage agent engagement and increase employee EThe Avanade CRM for Contact Center retentionsolution helps organizations with high • Reduce training costs by facilitating collaboration between agentsvolume, inbound contact centers across • Easily onboard new employees and increase speed to productivityindustries to reduce agent turnover and • Reduce call handling time by creating highly effectiveincrease agent engagement. Our solution customer interactions • Share knowledge across service teams and provide moresupports productivity and controls costs consistent customer experiencewhile providing world-class customerservice. Our solution is built on the provenMicrosoft Dynamics CRM 2011 platform –in the cloud or on-premises.
  • 2. Avanade® Customer Relationship Management SolutionAvanade CRM for Contact CentersEngaging Productive InsightTo retain employees, organizations need to Organizations strive for increased Avanade provides a powerful combinationimprove agent engagement and promote productivity while improving customer of business, industry and technologyjob satisfaction. Agents who are more service. Organizations need to automate insights that results in an affordable CRMengaged in their work provide better processes to reduce training time while package tailored to the specific needs ofcustomer service. ensuring rules are being followed. your business.The Avanade CRM for Contact Center Our solution makes it easier to bring Innovationsolution has real-time performance employees up to speed because of our Our solution reflects the collectivemanagement capabilities to help intuitive user interface. It seamlessly experience of our global network oforganizations motivate and retain satisfied integrates disparate applications into the consultants and industry experts, real-employees. Scoring capabilities also Avanade Unified Desktop. world feedback from customers andpromote good agent behaviors and control collaboration with our partners Accenturequality. Consistent and Microsoft. Agents are frequently asked to rememberCollaborative complex, manual steps in order to resolve We offer flexible delivery options eitherAgents need vehicles for quick customer calls. This typically results in on-premises or in the cloud throughcommunication to resolve customer issues. inefficiencies and inconsistencies that Avanade Online Services (AOS) for CRM.Frequently, information and subject matter make it impossible to achieve customer AOS is our comprehensive Software-as-experts are scattered throughout the service objectives. a-Service (SaaS) offering. It delivers ourorganization. CRM solutions with the many benefits The Avanade CRM for Contact Center of online services, such as reduced costWith our solution, agents can leverage solution captures and automates your and increased flexibility. AOS combinessubject matter experts and can also easily business processes. Workflows can also infrastructure, support and managementaccess information related to specific be customized to improve compliance with our proven integration, customizationcustomer issues in the Knowledge Base. and offer a more consistent customer and delivery expertise.Real-time collaboration helps agents experience.resolve issues quickly. Expertise A global network of more than 16,000Solution Capabilities professionals serving customers in more than 20 countries provides a unique collection of resources to successfully deliver even the largest, most complex projects on time and within budget. About Avanade Americas Asia-Pacific Avanade provides business technology solutions and Seattle Singapore managed services that connect insight, innovation and Phone +1 206 239 5600 Phone +65 6592 2133 expertise in Microsoft® technologies to help customers America@avanade.com AsiaPac@avanade.com realize results. Our people have helped thousands of organizations in all industries improve business agility, South America Europe employee productivity and customer loyalty. Additional Sao Paulo London information can be found at www.avanade.com. Phone +55 (11) 5188 3000 Phone +44 (0) 20 7025 1000 LatinAmerica@avanade.com Europe@avanade.com ©2012 Avanade Inc. All rights reserved. The Avanade Africa name and logo are registered trademarks in the U.S. and Pretoria other countries. Other brand and product names are Phone +27 12 6224400 trademarks of their respective owners. SouthAfrica@avanade.com

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