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With massive growth in the interaction channels and customer demands, automation can be a key ally to streamline repetitive, rule-based tasks so that the agents can efficiently focus on processes and wrap up every interaction, which requires specialized skills and attention. Likewise, introducing intelligent, conversational chat and voice bots that combine natural language processing and understanding (NLP/NLU) with machine learning and predictive algorithms improves efficiency by having customers authenticate themselves hands-free using voice biometrics.
Staff augmentation services may include placement of skilled contract workers or full redesign and management of departmental responsibilities. Staff augmentation scope could range from a few hours a week of a specialist to a long period for a large team of dedicated specialists. We tailor teams to deliver exceptional customer experience and at scale.
Leverage your data in the contact center to satisfy your customers desire to have informed agents that understand their unique needs. Use our integration experts to help you to automate calling lists, allow screen pops across all channels, update customer contact history and more. When your customer connects, it can provide all of the account information so your agents can have confident, informed interactions.
WATI has a team of consulting and technology resources with thousands of hours of expertise in the design, configuration, implementation and support of multi-channel contact centers including voice, text, social media and the web. Our experience, expertise and operational design excellence allows us to share best practices across all industries to ensure you deliver the optimal experience to your current and potential customers.
Trusted professional services include change management; technology and digital implementation; facility operations, process design/development, and workforce optimization; transformational human resources processes and training; as well as business consulting, assessments, and due diligence for the investor community.
We help clients adapt/develop healthier processes and workflows to fit their changing needs such as a work@home model. Our specialists bring decades of experience running global contact center organizations, along with a specialized methodology that allows our teams to quickly identify areas of improvement with associated actions. These actions include training, WFM, technology, coaching, human resources management, or a combination of several areas to improve.