interactions: talking with customers
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Fourth
issue – out now!
Welcome
to the fourth issue of Interactions, our quarterly publication for customer
and contact centre focused executives. In each issue we’ll explore the key
challenges and trends in customer management, customer service and contact
centres. Interactions is an easy-to read digest, offering insight from
subject matter experts on best practices, and providing a forum where
clients can share their successes and challenges.
In
this issue, we speak from Experience. We know that trends in
technology come and go, but that the primary driver of any successful
system is a focus on the quality of the user and customer experience. The
customer’s interaction with the contact centre must be as efficient and user-friendly
as possible.
Explore
the opinions and experiences we have learnt from various contact centres by
accessing the appealing articles below:
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Grabbing
the self-service opportunities
Look
beyond the obvious benefits of cost cutting and eliminating human error and
you’ll find that there’s a far greater opportunity behind the self-service
phenomenon. It’s not new or startling, but the biggest trend in the contact
centre industry right now has got to be self-service – and a closer look at
the benefits confirms exactly why self-service is having such an enormous
impact on contact centres.
Making
your customers sing…
How
do you provide your customers with a superior contact experience? In the
world of the contact centre, it’s about connecting your customers to the
right people with the right information as quickly as possible. It’s called
Interaction Management (IM) – and although it is nothing new, it has taken on
a new strategic imperative in the modern contact centre.
Make
your contact centre architecture count!
The
pressures on the modern contact centre to meet growing customer needs and
drive strategic business imperatives have never been greater – and technology
alone is not the answer. It’s the way you architect and deploy that
technology that will determine your success.
Subscriptions
and more information
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your details, please click here.
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to this publication, please click here.
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you are currently receiving Interactions and you wish to unsubscribe,
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For
any further information or queries please email: cis@za.didata.com
Rowan
Hardy
Customer Interactive Solutions, Dimension Data
