TouchCommerce

Do you have teams of chat representatives that are either new to the chat environment or not delivering the performance and efficiency you desire? TouchCommerce is here for you.

With a wealth of deep operational knowledge and expertise across our organization, TouchCommerce can get your program off on the right foot and drive it to unprecedented performance, whether you are focused on Sales/Acquisition or on Customer Care. Spanning operational areas from screening and recruiting to launch and performance management, the TC team can drive your team in exactly the right direction.

The belief at the core of our success is that Operations, Training, Quality Assurance, and Analytics are all tied to success. Goal alignment is not only necessary, it is key.

After screening, testing, and recruiting are complete, Training comes into play. Our team of instructional designers, skilled in Adult Learning and Accelerated Learning, takes available information and existing materials and transforms them into exciting, activity-based, chat specific training packages. This training is delivered to your teams and combined with the daily hands-on exposure to tools and methodologies to create powerful, effective individuals and teams.

As Operations takes those new representatives onto the production floor, many items and practices come into play. Proper staffing of a chat team is needed to drive appropriate balance and efficiencies into these teams. Due to the simultaneous nature of multiple chat interactions, staffing balance is incredibly important in balancing against historical and actual incoming volumes. Once staffed these teams need to be motivated, performance managed, and communicated with to create powerful teams. TouchCommerce can help in each of these areas.

Quality Assurance needs the chat-centric point of view delivered by TouchCommerce. Through the 360 degree combination of chat evaluations, on the spot coaching, and post-chat voice of the customer feedback, our Quality Assurance teams improve our performance and provide important feedback to team leaders, managers, clients, and training. This approach drives Six Sigma’s continuous improvement into real-time operational teams.

Analytics ties this altogether by scrubbing through and collating important data sets for the purpose of seeking and delivering powerful insights into the program structure and into operational portions of your organization.

Let TouchCommerce take our knowledge, expertise, processes, and focused dedication to world class performance and apply it to your programs. Our promise can be summed up with one word: Results!