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Rostrvm Solutions releases 'Contact
Point Management'
The contact centre is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology continues to have a huge impact.
How to manage change is perhaps the
biggest challenge this year for the contact centre and for
getting it right for the customer. Customers can make contact
for a whole host of reasons and interactions are less routine,
more challenging and time-consuming - involving emails, texts
and so on. Maintaining good relationships requires that agents
have instant access to all the available customer information,
no matter where that data is held; clients have had their fill
of being passed around or having to wait whilst information is
found.
All this needs to be successfully managed but with an eye on
cost and on the need for simplicity - if an existing system is
working fairly well but needs new functions, no one necessarily
wants to throw it out and start again. And no one wants a
complex system as that just causes a whole new set of
problems!
The latest version of rostrvm introduces a new paradigm
- Contact Point Management.
Ken Reid of Rostrvm explains, "Contact Point Management reduces
transaction time significantly and saves money. For example,
when a customer calls it can tell you what happened in a
previous call and when you last called them; it updates client
profiles to all data storage places, and there is no limit to
the information that can be linked to customer contact
campaigns. All information is presented in a single rostrvm
CallGuide user interface, making your agents more efficient and
dramatically reducing training time."
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6th March 2010 |
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