4 for 14 – Balancing choice, service and cost

4 for 14 – Balancing choice, service and cost

 

2014The contact centre’s purpose has changed from transactional activity to one where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.

 

contact-centres_need_diallerYour customers are demanding choice but your contact centre needs to balance meeting their wishes, satisfying service needs and optimising costs.

 

 Our paper “Why multichannel contact centres need a dialler” illustrates how to shift expensive text-based channels back to efficient telephone contact.

2017-01-04T05:52:01+00:00