Sales, Service and Support

I need to improve my customer service metrics

nGenera CIM understands that your contact center thrives when its customer service metrics are reflecting the best your organization can be.  Metrics such as time-to-resolution, service consistency, and customer satisfaction can be improved with the help of the multi-channel nGen CIM Suite.

Improve time-to-resolution and customer satisfaction by implementing nGen Knowledgebase. The intuitive knowledge management tool will quickly and accurately deliver customer inquiry answers to your agents without requiring them to look through multiple sources. 

Boeing Employees Credit Union has experienced a 50% drop in error rates for loan processing by using nGen Knowledgebase and its staff can now spend more time focused on the customers’ needs. 

nGen Chat and nGen Email utilize auto-suggest and auto-populate tools to ensure a consistent message is being delivered at every point of contact with the customer.  The automation features also generate a faster time-to-resolution, resulting in higher customer satisfaction scores.