At a Glance
Keeps data for all contact sessions of all media channels
Drives intelligent routing decisions
Provides context for agent during customer interaction
Complete view of journey for reporting and analysis
What is Customer Journey Tracking?
Softdial Contact Center™ (SCC) keeps a record of all conversations and interactions across all media channels between each customer and organisation, including any transcribed recordings of voice calls, tracking the customer journey as relationships are built.
This customer journey tracking can improve service delivery by:
- informing responses and routing decisions
- equipping agents in-session
- feeding analytics and reporting.
As relationships are built between customer and organisation, SCC stores all information in a history database. This database becomes a gold mine which can be leveraged to provide the customer with a first class service and therefore securing brand loyalty.
1. Informing responses and routing decisions
- to send a personalised response
- to route to a specific queue, e.g. one dedicated to high value customers, or complaint handling.
- to route to a specific agent with the most appropriate skills or knowledge, or a previous relationship with that particular customer.
Customers are often more comfortable dealing with agents they have interacted with before, so a particularly successful agent can be specified as the preferred route, adding a personal touch, and making a successful outcome more likely. And this relationship benefits the agent too, making work more rewarding.
Once a match has been identified, the routing can be repeated for future sessions. If several of these preferred sessions are queued, they form a personal work queue for the agent.
2. Equipping agents in-session
Customer journey tracking adds context for the agent during a session, via the Agent Desktop in an area giving a view of the conversation so far – what has been said and when, the contents of previous text conversations and even transcribed phone calls.
With this context, the agent can put the customer at ease, the customer no longer has to explain the situation, and the session can be brought to a quick and successful resolution.
3. Feeding analytics and reporting
Explore more of SCC’s capabilities:
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