Multichannel Contact Centre
Supporting your Customer Engagement Journey
Customer satisfaction; help customers achieve their goals as quickly and effectively as possible.
Today’s contact centre is being squeezed by opposing pressures. Customers demand “any time, any channel, and any device”. Research indicates that the downward pressure on operating expenses continues - 35% of UK contact centres will reduce OpEx this year! (ContactBabel 2013).
Matching your customer’s multichannel journey means joining up your internal processes. Contact centres positioning themselves for future success, are on a journey of their own. They are evolving from bolt-on applications and separate back office transaction handling, to a joined up universal queue with unified agent desktops that will remove data input errors and encourage cross-sell / up-sell.
Working to resolve broken processes contact centres look to harness the powerful ability of the back office to deliver specialist customer service. Using advanced workflows to consistently deliver First Contact Resolution (FCR) and reduce Average Handling Times (AHT).
Are you focused on a destination? Do you anticipate reducing customer effort and delivering consistently high customer satisfaction by empowering your agents with knowledge management and multimedia tools? Are you looking to provide the personalised experience customers seek?
Netcall’s revolutionary customer engagement centre is grounded in extensive UK experience with 100s of satisfied customers. We support contact centres with step-by-step best practice, differentiating contact centre performance in four stages through a customer journey.
Read more about developing your customer engagement centre or learn more about ‘Successful Multichannel Contact Centre Integration Without the Hidden Costs!'.
Do you face specific challenges in your contact centre? Read more for the answers to some of our customers most frequently faced challenges[top]