Stream Offerings
The service offerings outlined below leverage Stream's process expertise to provide consistent quality of service at each of our global locations. These processes drive the same results regardless of the underlying technology—proprietary, third-party, or client-owned.
Stream Case
This proprietary case management methodology tracks support incidents and facilitates management of customer information. The information gathered through Stream Case provides the perfect opportunity to analyze customer tendencies and product issues to enact changes to the service environment, or the product itself.
Stream Customer Sat
This process governs the collection and reporting of customer feedback. Customer satisfaction surveys provide an opportunity for the detailed measurement and analysis of support services and product performance.
Stream provides an internal, Web-based survey tool or access to a preferred third-party provider. The Stream Customer Sat process also adapts to clients' existing providers by analyzing final customer satisfaction data and providing action plans to mitigate gaps between expectation and performance.
Stream Monitoring
Stream's quality monitoring offering provides an accurate and accessible view of every support queue and support professional. As a quality tool, Stream Monitoring targets client-specific performance measures and provides the baseline for continuous improvement through individual coaching and recursive training.
Stream Reporting
A key aspect of contact center management, performance analysis allows an accurate measurement of success in terms of contact center partners and individuals within separate lines of business.
Customizable reports, real-time access, and a variety of delivery options make Stream Reporting an important part of daily contact center management.
Stream Voice
Voice support—the contact center staple—still stands out as the primary support channel. Stream's growing VoIP infrastructure provides an opportunity to truly change the management of our clients' contact center environment through advanced routing and improved business continuity.
Skill-based routing, in addition to ongoing IVR enhancements, also improves customer satisfaction by reducing call handle times while simultaneously increasing first-call resolution.
Stream Web
As the Internet becomes increasingly intertwined in the everyday lives of consumers across the globe, Web-based support solutions continue to grow in popularity. E-mail, chat, and self-help solutions are already popular low-cost alternatives to voice support.
As consumers grow more comfortable in the world of technology, and Web-based support solutions mature, Stream Web will continue to provide the online processes and tools consumers have come to rely on.
Stream Workforce
In a business driven by the increasing demand for efficiency, workforce management requires powerful tools, rigorous processes, and knowledgeable people. Stream Workforce—Stream's workforce management methodology—ensures quality, drives efficiency, and reduces costs through accurate volume forecasts and resource optimization.
