Interaction Management

When customers call your contact centre, they want their query addressed and resolved effectively, efficiently and professionally. 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 this if we have appropriate Interaction Management in place.

Interaction Management involves bringing together 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. The objective is to combine information with appropriate process in order to deliver the most effective interaction.

It enables your agents to resolve queries and positively impact customer experience. It also enables your contact centre to be part of the feedback process into the organisation by gathering customer feedback making the contact centre part of the market-sensing apparatus in the organisation.

Interaction Management is management of a two-way flow of information. Information flows to customers to resolve queries. Information flows from customers as feedback for the organisation. Improving this flow of information builds customer goodwill, loyalty and ultimately, profitability.