interactions: talking with customers
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Issue 10 out now! – We shine a
light on productivity
This quarter we
focus our attention on Productivity and how companies need to adapt during
this increasingly demanding time to ensure complete customer satisfaction and
retention. With more than 25 years of experience in the contact centre
industry, we continue to see many changes in the way people communicate. In
light of increased pressure to meet higher customer expectations,
businesses are seeking new and creative ways of optimising existing
resources and technologies. This edition's four articles shed light on how
your organisation can become more productive.
How to drive
your workforce to achieve optimal customer satisfaction
With customers
becoming more tech savvy, companies need to up their game to ensure their
agents are equipped with the necessary tools to deal with customer
requests. Ensuring customers are connected to the right people at the right
time takes skill and experience. Through more effective use of these tools
customers can look forward to better service and increased satisfaction.
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Driving
productivity through the customer experience
Today’s customers are
the best judge of performance. In being able to tune in to their voice and
use their critique to measure the overall experience, contact centres are
able to provide excellent service to the customer and map an internal path
forward to enhance service levels.
Creating value
through managed services
Globally, companies
are faced with numerous challenges when it comes to maintaining their
competitive edge in the marketplace. In order to stay really focused on the
business' key priorities; more companies are buying into a managed service
strategy. Solutions range from simple technology maintenance through to
proactive support, solutions management and even on-premise/off-premise
hosted technology solutions and other business support services.
What do customers
really think about speech self-service?
Self-service
is not just about reducing the number of agent calls but rather about taking
the easier transactions through a dedicated process. Leaving the more complex
transactions to be dealt with by the agents will in turn reduce hold times
and increase customer satisfaction levels. But do customers see it this way?
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For
any further information or queries please email: cis@za.didata.com
Rowan
Hardy
Marketing Manager
Customer Interactive Solutions, Dimension Data
