Good Morning All
I have created a project for myself to come up with an alternative customer experiance within my existing company.
There are many ways to begin the process and I have started an initial review of current proces to see what is essential and what can be stripped out.
This is however my first attempt at anything like this and just wanted to know if anyone had implemented something similar and could pass on any words of wisdom,
Thank you in advance
Joe
Hi Joe,
Having worked in a call centre environment myself as a agent and now worked from the other side by providing the software I should be of some assistance!
Many companies are now moving to 'Cloud' based call and contact centres. This basically outsources the set-up and maintenance costs of the software. These companies deal with all the software remotely and you as the customer just pay a monthly subscription for each agent.
In terms of improving customer experience, getting callers through to the right person first time and reducing queue lengths are important.
These products can help with database routing, skills based routing and overflow groups.
Many telephony companies now offer SLA's (service level agreements). A key factor to improve customer experience is to have a working platform with high availability.
If you have any more questions, I am more than happy to answer them.
Martin
[Part Post removed. You are not allowed to advertise the company that you work for on this forum.]
You must log in to post.
