CUSTOMER CONTACT

TRANSFORMING THE CUSTOMER EXPERIENCE THROUGH LOGICAL 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 across your business, not just in the contact centers. Through this revolutionized customer contact, invaluable business intelligence can now be generated across all regions and channels driving productivity and innovation.

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. 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 Management
With real time and historical records of every interaction with each individual customer great benefit can be attained from Quality Management. 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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