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.
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For any further information or queries please email: cis@za.didata.com
Rowan Hardy
Customer Interactive Solutions, Dimension Data
