Are you considering how your contact centre should be using modern technology to maximise performance and improve customer relationships? Two areas where the right use can make a huge difference are outbound and call blending.
We’ve sponsored the “Inner Circle Guide to Outbound & Call Blending” so that you can download it free to answer questions about the subjects in depth. Published by ContactBabel, the guide contains over 100 pages of helpful insight and advice on outbound operations, predictive dialling and call blending.
The Inner Circle Guide provides a detailed and definitive view of the reality of implementing and using outbound and blended technologies – both onsite and in the cloud – an appraisal of the vendors and products available, as well as a view on what the future holds.
It looks at the role of outbound in businesses today and the drivers and benefits of outbound automation.
Ken Reid, a Director at Rostrvm Solutions, explains, “An outbound solution should deliver much more than simply increasing the number of outbound calls being made. The guide explains how it can provide the tools to target activity so that you can make contact at the right time, with the right message and channel to achieve a successful outcome. It also looks at using management information – number of unanswered calls, connections to liver callers etc – to measure outbound business benefits.”
Also included is a focus on outbound dialling practices and compliance with regulations. The guide discusses the customer experience and agent engagement too, with information on supporting advisors with modern scripting and links to relevant IT systems.
Using blending to maximum effect is covered in detail, including how to boost productivity and agent engagement during peaks and troughs in operations, to ensure real progress is made, customers feel appreciated and ‘idle time’ is a thing of the past.
The guide also shows how modern outbound and call blending solutions can incorporate multichannel interactions, break down channel silos and be a key component of customer satisfaction.