Racom offers solutions that can contribute to a more future oriented training and coaching of the agents. The call center no longer needs to perform side-by-side coaching or use other cumbersome methods. The tools provided by Racom gather all relevant information: the call, the pc screen, feedback from the customer, key performance indicators, workforce management indicators, e-mail, web chat, sms and mms. All this information is then structured and made available in one common interface for the user, which then can evaluate all relevant aspects of the customer management. This procedure is done via integrated tools, reports and statistical analysis. The gathered information is available in the system as long as desired. Calibrations, i.e. more supervisors evaluating the same calls, can also be done. Equally important as finding areas of improvement, is to find good examples of customer management, which can be used as great examples for others to follow.

The above mentioned tools are used by large and important organizations in Norway, e.g. Telenor, but the solutions are also suitable for small and medium sized customers. The system can be tailored to meet individual needs both in terms of functionality and capacity.

Nice Perform SMB: For small and medium organizations, download folder

Nice Perform: For large organizations, download folder

 
Contact us for more information.