Stevens' provides access to a suite of "best in class" solutions that address the needs of call centers and businesses with traditional premise-based solutions as well as with hosted services. (ASP Model)
An overview of the applications and the uses are the following:
Call Recording:
Total Recording: 100% of calls are recorded to reduce exposure to potential liability and to improve overall corporate accountability
Quality Assurance: a sample population of calls are recorded and evaluated to measure the quality of service delivered to the customer
Selective Recording: calls are recorded on-demand to satisfy customer requirements or comply with industry regulations
Workforce Scheduling:
Improving efficiency of workforce scheduling and deployment
Increasing customer satisfaction through better management of service levels
Performance Analytics:
Improving the customer experience with the agents (quality assurance)
Increasing agent effectiveness with customers (e-learning)
Improving process and application effectiveness (adherence)
