Benefits: Contact Centre
Improve productivity, customer experience & lower cost-to-serve.
Every contact centre manager is experiencing the impact that fast developing online channels are having on their ability to maintain superior standards, keep costs under control & all while volumes are rising precipitously.
Increased spend on eCommerce has focused on driving greater volumes to websites but it has not been matched by a similar investment in the platforms to support a superior customer experience across these new channels. The growth of eCommerce and other online customer channels is well documented & the online business models offer tremendous opportunities to grow the customer base, increase revenue and reduce unit costs but what is less well known but increasingly on the agenda of executive teams is the impact of this exponential growth on the customer interaction channels…..BOTH online AND traditional.
Customer contact centres are now experiencing rapid growth in inbound contacts from an ever expanding customer base including calls and emails. These are expensive to address and still maintain the objective of the highest standard of customer service. Worse still, the volumes of these inbound customer interactions can peak incredibly due to seasonal demands or one-off crises such as the Icelandic volcano & its impact on travellers worldwide. Customer expect that their queries will be addressed no matter the circumstances. Those business that succeed in satisfying this expectation will gain market share at the expense of those who can’t.
| Benefits of Customer Experience Management for Contact Centres 1. Lower inbound enquiries. 2. Improved agent productivity. 3. Increased First Time Resolution. 4. Greater agent availability for value added tasks like sales conversion, up/cross sellContact Centre benefitsContact Centre benefitsContact Centre Benefits |
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As the business world has embraced new web-based platforms, so too do Contact Centres need to harness the power of web-based customer interaction solutions providing advanced functionality to deliver a superior customer experience across multi-channel customer contact points.
The challenge is to make available and communicate the valuable knowledge that customers need to address their requirements quickly and at anytime 24/7 and be able to manage the demands of seasonal or unusual peaks in volume.
CONGEX delivers a class-leading platform combining:
Get started today and contact CONGEX to learn how to scale your customer experience platform.
