The Problem

How do you consistently deliver customer care that will build your customer base and win increased customer loyalty? The care provided by your people must be managed with the customer front and center – using performance management guided by customer experience.

The Solution

UpTake is a performance management and analytics solution driven by the customer experience and its relationship to every person and every touchpoint that contributed to it. UpTake’s revolutionary Contact Sentry technology provides an unbiased single view of the truth, capturing the customer journey in real time.

UpTake knows who made every contact, and why the contacted you. Every contact for a single customer issue is bonded together, providing a “resolution experience” view. Instead of managing unconnected calls, you can guide your agents and improve your processes such that First Call Resolution is achieved as efficiently as possible.

UpTake can answer bottom line questions such as:

• What training is effective at improving customer care, and who needs it most?
• What customers are at risk and why?
• What calls are outsourcers struggling with or deflecting?
• What’s the true cost of addressing a customer issue?
• What’s the balance for self serve and assisted serve?

The UpTake Family

The UpTake family has tools suited to everyone contributing to customer care. All tools work from the same UpTake data store, and can be deployed as they are needed, virtually instantly. The UpTake family includes:

TeamUp Performance Management – FCR driven performance management that adds call outcome, effectiveness and call avoidance to the quality assurance and agent evaluation process.

UpTake Interactive Analytic Reports – Live web documents that zoom from KPIs through levels of detail all the way to individual interactions. Rich set of analytic reports that relates agent actions to customer outcome and FCR to operational efficiency.

UpTake Analyst – Power tools for the business and call center analyst. An ad hoc tool that lets you “slice and dice” the data mart, create custom analytic reports, and combine data from other business systems to see how call center and business outcomes affect each other.

LookUp Interaction Profiling – Breakthrough easy to use interactive analytic tool for escalation response and interaction profiling to uncover process/performance interaction trends. Analyze by over 30 criteria.

UpTake Customer Care Data Mart – The Foundation of UpTake, it is available standalone for use with your existing reporting, BI or dashboard tools, or for incorporation with a data warehouse.