Revolutionising Operations with the Right Engagement System

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One of the major challenges for all customer service providers is how to strike the balance between giving customers correct, detailed and regulated information and ensuring that these interactions are effective and valued.

It’s a problem that can only be met with a customer engagement system that is built around providing positive outcomes that are compliant with market regulation. Too many systems act as simple checkbox exercises, focusing on whether or not customers have been provided with specific pieces of information.

What they lack is the ability to analyse this against the overall positivity and effectiveness of the entire experience.

The Operations Director view

At miPerform, we are well aware that Operations Directors have a lot of things to worry about – customer service levels, staffing, recruitment, training, feedback, rewards. We understand that there is a need to be able to evidence all of those things and manage the budget for it. This, coupled with the need to drive efficiency and maximise the capacity that exists within the operation sometimes makes visibility of the bigger picture difficult.

We see this as an opportunity to make the process as easy, transparent and effective as we possibly can. If your operation is not doing that, then it can be difficult to see the woods for the trees.

For example, you might have a call centre script that contains all of the information dictated by the regulators, but without combining this with customer satisfaction insights and effectiveness metrics, you’ll miss the full picture – like customers switching off half way through the interaction and not retaining key information.

The customer experience with miPerform

Where miPerform differs from other engagement systems is that our platform can measure the whole end-to-end customer experience which is the focus now from a regulatory point of view. 

So, for instance, if a customer is buying a new insurance product with a new provider, we focus on what the overall purchasing experience is like. Does the customers get the right information so that they properly understand the product and know how to make a claim? If they do need to make a claim, how does that process work? Is it efficient? Is it fair? What's their experience and how would they rate it? 

A single pane of glass

Our ambition is to turn this engagement system into a ‘single pane of glass’. So regardless of whether you’re a call centre agent, a team leader or an ops manager, we want to provide all the information you need in one place.

The reality is that businesses right now will have around ten different main business applications and twice as many secondary systems and databases. Bringing all of that data together is really important and will result in businesses providing exceptional, market-leading customer experience.

We believe that we can help any business to see a better view of their operations and improve the efficiency and engagement of their customer service teams. If you'd like to chat to us about how we can help you send us an email at hello@miperform.com or arrange for a quick free demonstration by clicking the link below.

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