interactions: talking with customers
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Fifth
issue – out now!
Welcome
to the fifth edition 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 need to be more Flexible. We are seeing an increasing
need for organisational flexibility and scalability in contact centres
around the world and realise that organisations are beginning to understand
the need to change and diversify. In this issue we highlight three
different trends that are influencing our business and the contact centre
industry.
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Ask
yourself: Where is the move to e-channels taking us?
We’re
seeing a massive shift in the market perceptions and customer usage transform
the contact centre industry as we do our daily business… we know this trend
is here to stay, but where is it going and more importantly, what does it
mean for you and your call centre?
“Pay-as-you-go”
contact centres take off
The
benefit of on-demand contact centre solutions like iOD is that they enable
companies to control operational expenses and focus budgets on core business
areas. Speed and agility are key elements in meeting market requirements, but
this can often mean over-investment in capacity to meet peak requirements as
opposed to normal business loads.
Taming
the contact centre dragon, one seat at a time
Amidst
the global economic crisis, the inexorable rise of the Asian economic giants’
present huge opportunities for the contact centre industry – but it will
require a significant shift in thinking and strategic approach to fully
unlock the potential of this market.
Subscriptions
and more information
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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
