Technology is evolving so fast that ICT departments are barely able to keep up the pace with developments.
ICT projects often come on-stream with technology becoming outdated as they start being used.
The “newly” created solution is therefore not only outdated, but also lacks the flexibility and openness in order to be combined with other new communication channels.
The ‘follow the sun’ principle makes it possible for service desks of international companies to be open 24 hours a day.
This means that information and infrastructure must be available around the clock, and that technology has to be able to route the interactions in a cost efficient way to the appropriate service desk.
In case of peaks in the number of interactions, technology has to be able to add additional (human) resources without delay, such as home workers, employees in another subsidiary, self serving solutions, etc.
The business requires a truly ‘virtual’ infrastructure.
Every customer would want to be approached individually.
Budgets once spent on one-way mass-marketing actions are now allocated to interaction strategies, allowing this highly personalized approach.
Every time a customer comes in touch with a company, he has an opportunity to form an opinion.
Over time the collective set of experiences will form a picture in his mind, which will ultimately shape the brand’s image and its values.
Interaction channels are contact points: moments of truth.
Are you tired of adapting your way of doing business or even worse, your business goals and targets, because they don’t match your call centre’s set of applications and hardware components?
For the first time a team of call centre specialists has listened to the needs of business people, call centre managers, supervisors, team leaders and call centre agents.
Keeping the call centre’s audience at the heart of their approach, they have taken a blank sheet and have designed a call centre solution the way the operational and business people want it to be: an easy to handle tool that supports them in meeting business objectives and keeping costs under control.
he tool follows the natural flow of call centre campaigns and call centre processes. Putting your call centre operations into practice is no longer a never -ending business re-engineering exercise!
The new generation is being raised with state-of-the-art multimedia communication techniques, constantly present in their immediate environment.
They see the world through their e-browser. They do not leave the house without their video-enabled mobile phone or PDA.
How does this chatting, text messaging, surfing, and video-conferencing generation affect your interaction strategy?
Today they may already represent a consumer group with significant buying power.
Tomorrow they might be managers with decision power.
To answer customers’ questions, companies often decide to put a contact centre as the front operation of the organization.
Rather than solving communication problems, this solution creates customer frustration.
What if the customer’s question cannot be handled by front-end employees and has to be forwarded to the back office? If back office employees do not feel customers breathing down their necks, they are less tempted to immediately provide answers.
Customer requests should be handled by the appropriate employees, who should have all necessary customer information on display along with the call, email, chat… This can be achieved by integrating interaction functions in the applications they work with on a daily basis.
In short, a company becomes one large interaction centre that is able to give the customers first contact resolution. The impact on the customer satisfaction is huge.
Companies want to develop new markets as fast as possible in countries where these markets emerge.
In this start-up phase the whole range of interaction channels must quickly be made available to prospects and customers.
Customer requests should be handled by the appropriate employees, who should have all necessary customer information on display along with the call, email, chat… This can be achieved by integrating interaction functions in the applications they work with on a daily basis. Employees need to be equipped with business functionality and interaction channel integrated solutions.
Fast and cost-effective implementation of the underlying technology is essential for the success of the new business.