CUSTOMER CONTACT

TRANSFORMING AN ORGANIZATION’S CUSTOMER EXPERIENCE THROUGH FLUENT AND FLUID INTERACTION BETWEEN THE ORGANIZATION, ITS PEOPLE AND ITS CUSTOMERS

Call centers initially operated as isolated business units detached from the enterprise using their own technologies, processes and reporting. With intelligent communications, the resources of the entire enterprise are brought into play in the customer service process.

Sophisticated contact center functionality can now be leveraged throughout your business, not just in the contact centers. A business event on one side of the globe, such as a manufacturing delay, can trigger a communications event on the other side of the globe i.e. a call from an outbound contact center agent to customers with that item on order, thus improving the customer experience. Through this revolutionized customer contact invaluable business intelligence can now be generated across all regions and channels driving productivity and innovation.

Touchbase can provide your organization with a virtual customer contact experience providing seamless global support and full integration across your core business.

There are three technology sets within Touchbase Customer Contact:

Interaction Management
Customer contact is about servicing customers, not annoying them. Businesses can now pro-actively strengthen relationships by reaching out with information they need and value. It is now possible to automate notifications to customers, for example, when their flight is delayed or to remind them of an upcoming appointment. Interaction Management allows the routing of a call to the agent most able to respond to it, taking into account all customer requirements, ranging from language preferences to product-specific information. It can also consider customer value and past and predicted future buying behavior.

Resource Management
Successful customer contact strategies all depend on having people in the right place at the right time to deal with the specific requirement of the customer at that precise moment. This is a complex task and often means the difference between happy and unhappy customers, and a viable operating model. Those responsible for resourcing against customer need require tools which provide them with data and guidance from which to make decisions. Resource Management solutions provide this and much more to make sure there are enough people to do the job but not so many that the business fails.

Quality Monitoring
With real time and historical records of every interaction with each individual customer great benefit can be attained from Quality Monitoring. Management Information reports across all media give the ability to analyze performance at a business level, whilst the ability to capture screen and telephone activity enables assessment at an individual level.

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