Demands for change in the contact centre
The contact centre is being bombarded by demands for change from
every angle. Drastic changes in the economy have caused everyone to
rethink their buying and spending; customers are expecting service
faster, better and through a diverse range of media; new regulations
continue to be rolled out, affecting how operations are run; and
internet technology continues to have a huge impact.
How to manage change is perhaps the biggest challenge this year for
the contact centre and for getting it right for the customer.
Customers can make contact for a whole host of reasons and
interactions are less routine, more challenging and time-consuming -
involving emails, texts and so on. Maintaining good relationships
requires that agents have instant access to all the available
customer information, no matter where that data is held; clients
have had their fill of being passed around or having to wait whilst
information is found.
All this needs to be successfully managed but with an eye on cost
and on the need for simplicity – if an existing system is working
fairly well but needs new functions, no one necessarily wants to
throw it out and start again. And no one wants a complex system as
that just causes a whole new set of problems! The latest version of
rostrvm introduces a new paradigm – Contact Point
Management.
Ken Reid of Rostrvm explains, “Contact Point Management reduces
transaction time significantly and saves money. For example, when a
customer calls it can tell you what happened in a previous call and
when you last called them; it updates client profiles to all data
storage places, and there is no limit to the information that can be
linked to customer contact campaigns. All information is presented
in a single rostrvm
CallGuide user interface, making your agents more efficient and
dramatically reducing training time.”
To learn more about the specific benefits that Contact Point
Management can bring to your contact
centre and back office please call Rostrvm Solutions on 0800 6122 192 or visit
www.rostrvm.com
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