Innovation
We stand at the forefront
Innovation is the driving force behind our many client solutions.
Innovation is what carries our client relationships to the next level.
SmartSuite™
Customer Experience Management System
Smart Suite™ helps to solve disparate customer interaction requirements by using a flexible and dynamic framework to present information to the agent desktop and to collect information as needed. The system utilizes fully customizable modules to achieve this goal and require minimal configuration work for quick use by new clients.
Programs:
The SmartSuite system contains the following modules that can be bundled or provided separately or “a la carte” as necessary:
• Customer Information Module (Including Name, Account, Shipping, and Billing Information)
• Interaction Data Collection Module (Disposition)
• SmartSell™ Module (Sales selection & ordering system)
• SmartCase™ Module (Case Tracking or Ticketing)
• SmartScript™ Module (Real time “guide post” scripting)
• SmartSuggest™ Module (Intelligent sales suggestions).
• SmartSearch™ Module (Customer history search)
• RMA/Recall information Module (RMA history information)
• Porting and Account Merge Module (Account management system)
• SmartPhone™ Module (Control of agent interaction – Required Dispositioning)
• Statistics Module (Real-Time Feedback to Representative on performance)
• Purchase History Module (Purchase history information)
• SmartFlow™ Module (Workflow based processes)
• SmartData™ Module (Reporting Modules)
• SmartShoot™ Module (Intelligent Troubleshooting interface)
• SmartChat™ Module (Chat contact channel)
• SmartMail™ Module (Email contact channel)
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Business Fundamental Tables
Center Partners representatives have access to their daily, week to date, month to day, and year to date statistics via their web hosted Agent Business Fundamental Table (BFT). Why do they need this access? Because we believe that there is always room for improvement, and our agents utilize their statistical information to create personalized incentives for bettering their performance. The Agent BFT reports on all account statistics to include but not limited to:
• Average Handle Time (talk, hold and after work calls are outlined)
• Productivity
• Quality Scores
• Sales results
• Schedule adherence
The Agent BFT rolls up into a Supervisor BFT and ultimately a Manager BFT so each manager and representative can view their own or their team’s statistics.
Below is an example of what a BFT looks like:
eLearning
We provide products that engage users on a personal level, which makes learning approachable to everyone. We create powerful user experiences that ensure each of our client’s predefined instructional outcomes is achieved, leading to improved employee knowledge and skill while directly affecting the bottom line.
• eLearning tools can be accesses anytime, anywhere
• Fun and Engaging
• Decreased time to competency
• Increased skills mastery
• Customizable content to match business needs
• Unique virtual learning library
Our eLearning provides a stimulating environment that challenges the learner to become their best. Through our model of learning by doing, we provide the information and experience that each employee needs to be successful.
• Leadership training
• Compliance learning – workplace violence, harassment, substance abuse, etc.
• Sales and customer service training
• Device simulations
• Business simulations
• Customized training courses and systems
• Performance support tools
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Live Agent
We have developed an interactive video kiosk, which allows our client’s customers a contact channel directly to Center Partners support staff from any location such as retail outlets, major sporting events, or industry tradeshows.
• Match the right people with the right product
• Real-time agent collaboration with premium service
• Easy navigation with a touch screen interface
• Full two-way audio/visual capabilities
• Consumer controlled interactive sales environment
• SSL enabled secure check out with paper receipt
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