Sales and service consultative support including short-/long-term planning with a focus on contact centres and other alternative channels, direct marketing and how to market to small/medium business.
Call, Email & Web Chat Quality Assurance
Customer experience monitoring in the contact center environment:
VereQuest Customer Insight Specialists access pre-recorded calls, emails or web chat sessions from your database of pre-recorded customer interactions. In many cases, VereQuest Customer Insight Specialists are also highly skilled actors who are uniquely trained and able to get into the customer's 'space'. Our team not only assesses your customers experience but also leverage VereQuests proprietary technology that allows us to capture and report the data that will guide your decision-making. The interaction is evaluated against pre-determined standards (quality, adherence, skills) as well as customer experience metrics. Each customer interaction is categorized by type and key elements of the interaction for detailed, real-time reporting. Evaluation criteria are weighted to emphasize key driver of customer experience. Shortfalls are databased to ensure consistency in how they are identified as well as for detailed reporting and root cause analysis. A copy of the interaction is appended to the VereQuest scorecard (for ease of access). Reporting at the individual employee, team or program overall are reported in real-time. The outcome is quantifiable, just-in-time and highly actionable.
Check-Up Training for Contact Centers
Competency-based customer experience service and sales skills training available in a classroom or online format. Includes Self-Directed Coaching program for front-line managers.
Customer Experience Monitoring
If you want to create an environment where your customers remain your advocates, the customer experience you design for them can never be static. A customer's changing needs, perceptions, experiences and expectations will require you to review and innovate around the customer experience continuously. And to make sure you are making the right change, you will need to tap into the customer's experience continuously. VereQuest Customer Experience Monitoring provides you with the insight you need to create long-term loyal customers.
Customer Journey Mapping
Customer Journey Mapping is a process of recording the customers journey at each step of their interaction with a service. It provides a map of the interactions and emotions that take place throughout the journey. Working with your internal subject matter experts we map the customers journey from purchase decision through to service. These maps are specifically designed to illustrate the customers journey -- not internal processes. Once the initial map has been drafted, VereQuest Customer Insight Specialists (working alone or with customers) experience the journey, validating each step, option and decision point.
This provides you with a realistic illustration of the customers journey with your organization highlighting areas which may be simply painful or frustrating for customers or could, in fact, cause them to defect. It will also highlight high potential opportunities for improvement which may not only improve the overall experience and drive customer loyalty but also provide your organization with a key competitive advantage.