In Our Opinion

The changing face of email in the contact centre

Today’s connected customer has a smart-phone in their pocket or a tablet in their hand. Customers have always-on, always-available email and expect fast responses. And if you don’t respond quickly and effectively don’t be surprised if they use their phone to call you and compound your service level challenges.

All multichannel contact centres need a dialler

Your 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. Answering email with email is costly [typing takes longer than talking] and email is a poor medium when you measure your operation’s first contact resolution and customer satisfaction. And the same applies to other text-based channels such as social media.

Inner Circle Guide to Multichannel Customer Contact

As shown in our report earlier this year the proportion of   multichannel communication – email, Twitter, text messages and so on   – handled in the contact centre is increasing. We have sponsored ContactBabel’s report “The Inner Circle Guide to Multichannel Customer Contact” which looks at customers’ and businesses’ attitudes toward usage of multichannel interactions, and identifies the issues and potential pitfalls that businesses will face when trying to improve customer communications across channels.

The future of outbound is precision dialling

Precision Dialling gives you the optimum chance of making contact with your customers because you dial: At the right time In the right place With the right message and medium to catch their attention Matching the right agent skills to each call

Using intelligence from inbound communications to optimise dialling campaigns

The most successful outbound dialling campaigns contact customers not only at a time when they are likely to pick up the phone but also when they are most likely to be in ‘buying’ mode. To do this you need to look back at call data to pinpoint the time existing customers chose to call you. This information can then be used when setting campaign parameters.

integrating social media into the contact centre

Embracing social media for many contact centres will enhance business and gaining experience in the use of it now could be the difference between being competitive in five years time or losing the race. There are some do’s and don’ts to consider before launching in and here are our top 10…

Government Spending Review: How has it affected your business?

Whether you operate in the public or private sector, you will have been affected by one of the most talked about financial news of last year: the Government Spending Review. Many organisations tasked with delivering services with reduced budgets predict huge cutbacks. However, reduced budgets do not necessarily equal reduced services. Use these ideas to make whatever budget you have work even harder for you:

Why is the Back Office such a hot topic for 2011?

How often have you called an organisation that promised to complete a task, which was never fulfilled? It is a scenario that occurs daily and increasing numbers of organisations are finding that such incidents ultimately cost them money. As businesses seek to minimise costs, the back office has emerged as the buzzword for 2011 as a key driver of increased operational efficiency.

Make one change

If you are someone who is responsible for call centre staff, you know how challenging it is to consistently produce good results, especially against the backdrop of shrinking budgets and spiralling costs. Happy, motivated agents are crucial to producing positive outcomes, whether you are offering a service or delivering one. So what can you do to create and maintain a happy agent? We think introducing ONE manageable improvement to your call centre such as offering staff regular training & development opportunities and reviewing the incentives may just be the trick to boosting and maintaining consistent success. Here’s a few ideas you can inexpensively implement in your call centre today:

The death knell for Answer Machine detect?

On 1st October, 2010 Ofcom announced the latest rules and guidance surrounding the use of automated calling systems – predictive diallers. The new rules come into force in February 2011 and are primarily focussed upon the use of automated Answer Machine Detection.

Contact centres should link the web with live agents

Given the current economic climate and the increasing propensity for consumers to research market offerings online, it is surprising to learn that just 14% of financial services organisations selling online have a Call Me Back service or similar web integration.