Quality & Performance Management
Quality and performance driven contact centres must streamline evaluation processes in order to save time, improve coaching efficiency and deliver bottom line results. Companies requires intelligence that allows them to target interactions for review that offer the best probability for driving better customer experiences and agent coaching and development.
Whether it be for capturing interactions into PSAPs, Trading Floors, Contact Centres for quality monitoring, compliance or regulatory reasons, Xentrax has been deploying innovative and reliable enterprise interaction recording solutions to meet your requirements for over 25 years.
The performance of your contact centre affects the satisfaction and loyalty of both your customers and agents. It has a direct impact on the bottom line of your business. Utilizing WFM technologies uncovers operational efficiencies and inspires agent engagement and drives better customer experiences.
Your contact centre holds volumes of information about your customers, processes, policies and agent performance. Analytic tools, such as real-time transcription, clustering and related concepts, facilitate the mining of telephone, emails, chat, social and other channels that your customers may engage with you in order to uncover insights otherwise hidden; providing your company with a competitive advantage.
Workflow Monitoring & Analysis
Undue effort on the part of your customers in interacting with your organization can have grave results on your Company's bottom line. By monitoring agent activities and their workflow, you now have precise details that serves to uncover process gaps and opportunities for agent development and better customer experiences.
Automation & Guidance
Across industries, call centre organizations rely on routine, repetitive processes in order to achieve their business goals. Our Desktop Analytics solution automates repetitive tasks and provides accurate guidance when and where in the customer interaction it is needed. Call centre agents can then focus on providing a more engaging customer experience, while driving operational efficiencies.
You’ve got questions, we’ve got answers.
Since 1985, Xentrax has been offering a uniquely focused alternative in the North American Marketplace with the most skilled professionals in the industry. Xentrax customizes your solution and ensures that the deployment seamlessly integrates to your existing platforms and technologies, providing the most optimal return on investment.
Xentrax has chosen solutions best suited for the unique applications and specific requirements of our customers. Xentrax partners with leading software developers in their respective market that have a customer proven track record of success and innovation and that share our passion for and are strongly committed to our customers’ success.
Xentrax delivers what is right for you. For over 25 years our certified Project Managers, Trainers and Technicians, combined with our Service and Support Team, have shared a passion for customer satisfaction. Our long-standing customer relationships are a testimonial to our success.
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Feb, 11, 2021 - Xentrax - Blog
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