Humach Offers Call Center Assessment Capability
Customers are increasingly impatient and fickle. So businesses that want to survive and thrive need to figure how to serve them quickly and efficiently. At the same time, those organizations want to control their costs, and artificial intelligence, automation, and customer self-service are a few of the ways they can do that.
Yet some organizations are not sure where to start when it comes to improving their legacy call center operations. But Humach, a company that provides an array of customer service tools and services, can help organizations figure out what they need to do to be more competitive in the marketplace. After all, customer service is considered a differentiator, and contact centers – which traditionally have been seen as cost centers – are increasingly being viewed as revenue centers.
To help organizations figure out what’s working and what’s not in their existing call centers, and discern where their resources would best be spent to improve things, Humach has come out with what it calls Customer Engagement Assessment.
Through Customer Engagement Assessment, Humach lets legacy call center operators see how their efforts on this front compare to those of similar companies in their category. And it provides recommendations on how to increase customer experience performance.
"Taking our assessment is a great way to get a deeper view of what's going on in your business compared to your competitors and understand the right actions to take moving forward," said Humach President Sean Charnock. "Our goal is to make agents smarter, faster, and more efficient. With this assessment, we are able to help companies identify where to start to enable them to serve their customers better through people, processes, and technologies."
Humach, a name that signifies the intersection of human and machine, is a customer service solution outsourcer. It provides a pay-as-you-go, cloud-based contact center platform. That platform can be leveraged by an organization’s own staff, or Humach can provide personnel as part of the solution. Those agents can be domestic, nearshore, offshore, onsite or remote.
To allow for the most affordable and efficient use of resources, the Humach solution leverages automation so agents only have to interface with callers when it makes sense. Humach is based in Plano, Texas.
Edited by Maurice Nagle