With the demands of client servicing centers increasing, an effective and functional customer management solution is essential. nfinityQman provides a solution that not only manages the demand of the service center and its customers,but has the added advantage of allowing companies to target customers with relevant information while in the service center.
Simple easy to use interfaces are used allowing customers to interact easily and quickly
The interface allows managers to easily manage their services centres, allocating resources were and when they are needed.
The clear and concise digital messages coupled with voice notification move your customers seamlessly through the services centre.
Queue Management Reports
Business and managers have access to useful reports regarding the performance of consultants and the time to service their customers.
Service and Consultant Interfaces
Interfaces are available via the consultant terminal or on bespoke touch devices. A service rating module is available to customers once the ticket is closed
Digital Posters and Smart Content
Coupled with digital signage and information from the Qman allows signage to target the customers in the service centre.
Allow your service areas configuration to be flexible, allowing managers to satisfy customer demand or accommodate peak time demands. If you require more consultants in a service area simply digitally re-configure your service area.
Maximise floor space potential and increase service levels”
Customer & Queue Management
nfinityQman allows the service centre to manage the flow of the customers quickly and efficiently through the service area. Cutting down on resources and increasing productivity of your staff and improving customer satisfaction.
The customer is greeted at the entrance by a staff member or consultant who helps them through the simple interactive menu. Information like Name, account no and service requirements are captured. The information module is customizable, allowing one to structure the data sets to suit your specific information or data capture requirements.
The simple to use management interface, quickly displays the service area statistics in an easy to read graphical displays. Customer movements and waiting times can be viewed by minutes,hour,day and months. Qman management console allows managers or supervisors to add, move or remove consultants or resources to the service area instantly.
Detailed logs can be retrieved allowing one to view detailed information on the service centre performance, including individual and team statistics. This includes customers served, waiting and service times.
The executive dashboard allows you to identify services, average waiting times, serving times as well as the customers journey times. This data is location based and allows you to identify your most efficient stores. It allows you to identify where in the serving process consultants are efficient or falling short. This is extremely useful for running a large network.
The solution is integrated into the consultants and service areas workstations through a simple GUI. An Image of the customer allows staff to immediately recognize clients giving the client, a sense of personalized service. Consultants are able to view how long clients have been waiting in the queue directly from the interface. Information on the consultation is easily added before the consultant closes the client interview or service call.
The solution provides useful information to head office, consultant performance and capturing customer information for use in marketing and customer profiling.
Target your customers with news about new products and entertainment while waiting to be served. Content is controlled and published from head office insuring continuity in communication strategies.
The nfinityX uses “Smart Content” allowing the content to be contextualized for specific geographical and demographic areas. Further integration into Qman allows content to be narrowed further and allowing the company to target the customers in the service area with media and information relevant to their requirements.
Use Smart Content and Qman to target your customers while they wait!
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