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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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find out how Touchbase can add value
to your organization, please click
on the link below.
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