Head of Customer Support
With Cordless you can establish a customer-centric culture, by managing and improving support operations, and ensuring the delivery of high-quality customer service.
React to changes quicklyCordless provides extensive and easy to understand dashboards for intra-day management. This includes the state of your phone support and team performance.
See at a glance how many customers are waiting in the queue, the longest waiting time and how many missed calls.
Cordless also provides detailed agent statuses and availability metrics. This allows you to react to changes in demand in real time. Avoid dropping SLAs. And angry customers.
- Understand your CustomersAll calls are transcribed automatically, allowing you to access the content of all customer conversations immediately.
Understand the root causes of customer issues and identify trends in queries. Giving you the ability to react quickly, take action and pass the information to relevant stakeholders.
This in turn helps you address problems before they get out of hand.
Simpler and Quicker QAWith Cordless you don’t need to guess which conversations to review. Select calls based on criteria that you choose: what was said on the call, customer sentiment, call duration, and agent. This gives you a crystal clear picture of the quality of your customer support function.
You can filter calls by an auto-detected topic or a manually assigned tag. This helps separate one-off quality issues from recurring issues which may identify where your team needs more training.