Our chapter on strategic directions covers issues that contact centres face in today’s multichannel and omnichannel landscape. Some of the key challenges highlighted include legacy applications, data systems and inefficient processes.
While there may be a requirement to modernise processes and technology, considerations such as cost, time and the need to keep operations running smoothly, makes strategic thinking very difficult.
Understanding customer needs is at the heart of Danwood's business. Creating an effortless and painless printing service is what differentiates them from their competition. Danwood identified the need for a business transformation project to enable them to stay one step ahead and deliver a more focused service and proactive engagement with their customers.
"Our visions is to predict the needs of our customers before they know them, answering their questions before they are asked. Our engagement with our customers is increasingly proactive and Netcall's Liberty platform is pivotal in making this change a success."
Rob McCarthy Group Operations Director, Danwood
Netcall’s Liberty platform has streamlined the way customers interact with Danwood’s contact centre. Enquiries are handled by the right agents with the right skills, improving first contact resolution. Customer complaints have reduced, which means Danwood staff are happier too.