INNOVATIVE, DIVERSE, SIX SIGMA CONTINUOUS IMPROVEMENT,
VALUE-ADDING CONTACT CENTER SERVICES
Our Values are purposefully developed by our founders who have nearly 100 years experience in the customer service industry as both the client and the supplier. We foster an energized, informed, and engaged environment to motivate, challenge, retain and develop our millennial workforce.
OUR LEADING-EDGE TECHNOLOGY
Customers often prefer to use their favorite media channels to communicate and conduct their business and at CXCI GLOBAL we provide a leading-edge unified Omni-Channel Customer Engagement Platform which can seamlessly include voice, chat, email, IVR self service, SMS, social media, mobile apps and popular chat messengers.
Our customer engagement platform enables agents to handle virtually any type of media communication, along with the ability to handle multiple media channels simultaneously. Dynamic, unified reporting is available which provides highly valuable intra-day, weekly and monthly insight into volumes, productivity and performance across all customer engagement channels.
live agent voice customer contact over the phone, via mobile app or web page
engage with customers using SMS texting; auto-reply via SMS avaialble
rich web chat with voice, video and file exchange; can utilize social & mobile apps; knowledge base and standard responses available
monitor the social media for customer comments regarding your company, interact and respond to customer posts, resolve issues, improve brand image
answer customer emails between calls or chat conversations with help of knowledge base and standard responses
live agent video communications with internal or external customers, helps with technical support to show products/screens
IVR & DIALER
interactive voice response for self-service and menu options; dialer available for outbound programs and voice broadcast alerts to customers
IN MOBILE APP & WEB PAGE
lets customers contact us via voice, chat, video and picture exchange through your existing web page or mobile app
QA, ANALYTICS & OPTIMIZATION
RECORDING - MONITORING - ANALYTICS - SCORING - COACHING
RECORDING & SCORING
AFTER CONTACT SURVEYS
RESOLUTION - SATISFACTION - CUSTOMER EXPERIENCE IMPROVEMENT
PLANNING - FORECASTING - SCHEDULING - INTRA-DAY
We utilize a leading-edge Workforce Management, Optimization and Real-Time Adherence platform that enables CXCI GLOBAL to manage our workforce with precision during every interval. Whether it be forecasting, staff planning, scheduling, intra-day management with real-time adherence, our platform is leading-edge and has no limits in our ability to be max-efficient in our operations.
Our leadership team has many years experience and formal training administering several WFM platforms and has authored Resource Management Guidelines and Best Practices for Fortune 100 companies Sears and Verizon Wireless.
BPO suppliers must excel at workforce management, and we do just that!
ECONOMIC & ENVIRONMENTAL
Corporate Social, Economic and Environmental Responsibility are important to CXCI GLOBAL, several programs and initiatives are highlighted below. Employees are encouraged to suggest and help develop new programs and approaches to conserve water, paper, energy, reduce emissions or recycle equipment for possible use by others in need.
Eco-Friendly Waterless systems
Energy efficient lighting
Energy efficient workstations
Carbon Emissions Reduction
Contact Centers located strategically near public transportation hubs
Copyright 2015. CXCI GLOBAL, LLC. All Rights Reserved.