CHANNELS

Supercharge Your Contact Center Customer Experience

Delivering a seamless, cross-channel experience has gone from ideal to mandatory with 74% of customers using three or more channels when interacting with a brand. Since that experience extends to your contact center, it’s critical to get a quick read on whether the experience met their needs.

80%

of companies say they deliver “superior” customer service while only 8% of customers say the same

76%

of customers prefer phone support over any other channel

82%

of consumers say the top factor for a great customer experience is having their issues resolved quickly

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Find answers to your most critical contact center questions

  • How are the agents + call centers performing overall?
  • What drives customer loyalty?
  • Which agents enable positive sentiment?
  • How effective are we at closing the loop on customer issues?
  • How consistent is our contact center execution?

Data collection + integration

Our contact center solution enables brands to invite feedback in multiple ways—IVR transfer, outbound IVR, email, online chat—and tailor questions to their contact center experience. Plus, we can integrate with your CRM systems for more streamlined service recovery workflows.

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Real-time alerting + case management

The contact center is often your last chance to resolve problems and regain loyalty, so it’s critical to stay ahead of service-related issues. Our contact center solution allows you to establish rule-based alerts to notify the appropriate users in real time—automatically escalating unresolved alerts to the next level of your reporting hierarchy. With resolution time metrics, goal setting, interaction details/case history, and in-platform scripted response templates, you have everything you need to close the loop with customers.

Voice-to-text, text analytics, + integrated speech analytics

Consumers reach out because they want to be heard—but their questions and concerns might not always come through in structured feedback. Our automated voice-to-text transcription enables you to hear consumers in their own words. And with AI-native text analytics functionality + integrated speech analytics, you’re able to track customer perception with sentiment breakdown, spot emerging themes to stay ahead of issues, and drive better business outcomes.

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Role-based reporting + action‑oriented views

Your contact center’s success depends on getting the right information to the right people at the right time. With the smg360® platform, contact center managers are able to get a real-time view of current performance, see how scores trend over time, and build + distribute timely reports on key performance measures. By drilling down into agent-level scores, coaches can identify specific areas of opportunity + drive continuous improvement.

Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers.

VP Strategy + Transformation | CKE

Customer experience management

SMG’s customer experience management programs are designed to keep pace with your omnichannel strategy as it grows and evolves across touchpoints, providing the flexibility to meet your customers’ needs where they’re most likely to connect with your brand.

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Data rich but insights poor?

Find out how we help clients turn mountains of data into actionable insights to drive meaningful business outcomes.

Client Success

Brands choose SMG because we understand their industry + challenges and provide the “always on” partnership needed to help them realize ROI with their XM programs.

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Future CX: What it is + what to do about it
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Talk to a customer experience expert.