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. Fom a strategic perspective RXP believe that it is important that your contact interactions acros different channels should work together to provide a consistent and uniform face to customers.
We believe that the management of e-mail is becoming a crucial requirement in the support of customers who use an organisation’s web channel. In a recent mystery shopping study we conducted of the leading UK companies, we found that only 39% of contact centres kept their promise to customers to respond to their e-mail within their stated Service Level – indeed over one quarter of those companies that we surveyed did not respond to an email enquiry at all.
This white paper tells you how you integrate electronic contacts from the web and email into your Contact Centre. This includes managing people, process and operational factors as well as exploiting the latest email management tools. This white paper will give you the insight to improve your overall Contact Centre operation – raising service levels and reducing costs.
