ContactPlus

Helping you to deliver an enhanced customer experience

ContactPlus is Vertex’s unique quality and service improvement framework that helps us to understand and act upon what’s most important to your customers when they contact customer service.

With ‘Voice of the Customer’ embedded at its core, ContactPlus helps Vertex to deliver an enhanced customer experience that generates increased revenue and cost savings for our clients.

Consider how you feel as a customer when you need to contact customer service…

Vertex ContactPlus® creates a service capability based on a clear view of your customers’ expectations. With this knowledge, we measure, target and coach agent behaviours and skills to meet and exceed those expectations.

At the same time, Vertex ContactPlus® uses customer insight and staff feedback to identify ways of avoiding wasteful contacts that cause customer dissatisfaction and have a negative impact on your bottom-line.

Ensuring your people deliver a great customer experience…

By aligning quality results to customer satisfaction data, ContactPlus helps us to identify the agent behaviours and skills which result in great service.

Based on this knowledge and experience, we’ve developed highly effective quality assurance frameworks to ensure agents have a clear understanding of the expected standard. In addition, we use innovative coaching systems to drive collaborative, self-realised improvement.

In this respect, we focus coaching and development where it is most needed and where it will have the biggest impact on increasing customer satisfaction.

Helping clients to increase revenue & reduce costs

ContactPlus is used by many of our clients across a wide range of industry sectors and delivers business benefits for back-office operations as well as traditional contact centres and the evolving home working environment.

If you would like to know more about Vertex ContactPlus® then please read a number of articles that Vertex's expert, Jaime Scott has written on enhancing the customer experience. The articles are listed here.

Watch the ContactPlus On-Demand Webcast

We recently ran a webinar that discussed how using Vertex ContactPlus® can help to create an enhanced customer experience. To watch this webcast then click here.