Controlling Contract Center Chaos
- Topics:
- Telesales - Telemarketing
- Tags:
- Call Centers,
- Contact Center,
- Customer Relationship Management (CRM),
- Enterprise Software,
- Interactive Voice Response (IVR),
- It Operations,
- Phone,
- Software
- Source:
- Concerto Software
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Overview: Anyone running a contact center is already well aware of the need to provide multiple channels of communication to their customers. For several years, every trade show, conference and trade publication has been talking about adding and integrating inbound and outbound telephone channels, IVRs, email and web contact in the contact center. Contact center managers know about the potential cost advantages and they’re regularly reminded of customers’demands to communicate via their choice of channel. The typical comprehensive multimedia contact center today is an accumulation of disparate point solutions: ACD, IVR, inbound telephone, outbound telephone, email, web chat, recorders and loggers, often with fax and paper document management systems in the mix as well. The result is a chaotic, inefficient, expensive, and frustrating mess for managers, agents and customers. This paper will examine specific problems caused by the conglomeration of disparate point solutions installed in contact centers and suggest a preferable alternative.
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Format: PDF | Size: 547KB | Date: Jan 2003 | Pages: 5
