interaction management

Even when talking to customers at arm’s length, you need to ensure that your customers are touched in a way that enhances their experience of your organisation and meets their expectations as your customer. Dimension Data Interaction Management has the tools and expertise to improve the sophistication, tone and effectiveness of your customer contacts and deliver real, sustainable value to your contact centre.

How do we know that the experience we want customers to have is actually what they get when they talk to us in the contact centre (and that you’re getting a return on your technology and staff investment)?

We can only know this by implementing tools and frameworks that guide customer interaction and dynamically provide all the relevant information required to resolve calls. We can only know if we have appropriate interaction management in place.

Interaction management involves the bringing together of customer information, interaction information, transaction information and product and service information from a variety of sources: sales management, content management, knowledge management, campaign management and service management systems.

It enables you to know who you are communicating with, when and why they last communicated with you, and what they want or need to know.

More importantly, it provides a real-time view of the customer and allows you to resolve the contact rapidly and efficiently. All this unlocks greater value from every customer contact, builds customer goodwill and strengthens loyalty and ongoing commercial ties.