Inoria Consulting

360-degree customer engagement interactivity

• No matter where you are on your journey, customer engagement is in constant evolution – with one consistent truth: Your customers should feel valued at every touchpoint.

Measure, monitor and improve the customer journey

• Depending on your customer experience challenges, a detailed analysis of the customer journey can help you better understand and identify gaps and pain points. From there, we can propose detailed recommendations and implementation assistance that can lead to a marked improvement in your customer journey.

Optimize customer interactions through journey mapping

• Using customer journey mapping, we can chart an optimal path to resolution that allows your customers to navigate through key touchpoints quickly and easily. We can help you uncover ease of channel use. The number of levels required to reach an agent or complete a task. From first contact to resolution, we can help you optimize the customer experience, while reducing the strain on live agents.

Contact center employees demand flexible automation tools

• A solution that addresses agent scheduling discontent and manager workforce planning challenges, we can integrate WFM for optimal insight and a greater employee experience.

Help your agents deliver consistent, high quality interactions

• Setting clear and tangible quality objectives for your agents, requires a deep understanding of customer interactions. Compliance and assurance tools are used to evaluate key quality aspects, such as agent attrition or customer experience issues. With access to customer interaction recordings, we help you evaluate performance, identify challenges and implement pre-emptive solutions.

Deliver memorable customer interactions

• Creating a culture of high performing agents requires all-encompassing employee engagement strategies. Agent attrition and low agent satisfaction scores are critical warning signs. Often, contact centers don’t have the tools to accurately monitor employee performance, don’t know what they should be monitoring or require strategic guidance in obtaining performance based KPIs.

Market demand dictates digital strategy

• Your customers drive digital transformation. They demand new communication channels. New digital technologies and tools, like AI self-service applications. New ways to connect with you. And if you can’t deliver, they will find a company that will.

Accelerate business outcomes through digital innovation

• Cloud solutions went from nice-to-have to must-have, giving contact centers the ability to deliver complete remote work capabilities with uninterrupted customer service. Scalable to accommodate your growth. Reduce your internal IT costs. Eliminate redundancies. Built-in disaster recovery. That’s the cloud advantage!

Digital transformation strategy & omnichannel solutions

• Delivering your customers with as many options as they desire, will increase customer satisfaction and loyalty. As part of your overall customer communications strategy, we can analyze your business processes and requirements, and help in the implementation of a complete omnichannel solution or the addition of specific channel applications.

Identify areas for improvement and business growth

• Through an in-depth, detailed operational diagnostic of your contact center, your performance quality is analyzed (and extended across departmental touchpoints) to identify key pain points. Audit reports provide valuable insight and proper guidance.

Improve every aspect of your contact center

• Pick and choose from the following pre-packed audit assessments that cater to key sectors of operational success – Services, Processes, Human Resources, Tools:
• Workforce Management & Capacity Planning
• Quality & Recording
• Performance & Productivity Management
• KPIs & Dashboards
• Customer & Employee Satisfaction
• Customer Journey & Omnichannel
• Processes & Tools
• Technology & Cloud Integrations