Multi-channel Management
This white paper provides you with advice and guidance on the support of different channels into what has typically been the telephone call centre. A modern Contact Centre manages the multiple channels of telephone, web, email and post.
The techniques that you should consider to support this integration include:
- e-Service software - FAQ knowledge base with context-sensitive help linked to email management
- Web analytics - deployed to optimise online self-service and customer experience
- Virtual assistants - with ‘case-based reasoning’
- Callbacks and live chat – where the online user is ‘connected’ to a contact centre agent.
In terms of impact on the contact centre, then the management of e-mail is becoming a crucial requirement in the support of customers who use an organisation’s web channel. Customer expectations are increasing in terms of Service Level response - with a same day full response to an enquiry now very much the norm.
This white paper tells you how you can best integrate electronic contacts from the web and email into your Contact Centre. This will give you the insight to improve your overall Contact Centre operation – raising service levels and reducing costs.
