Customer contacts agents

The customer is arguably the biggest asset of any organization, whether the organization is a commercial or non-commercial operation. However, poor communication processes, combined with customer contact personnel who are unarmed with the necessary knowledge, often collude to give the customer a less than satisfactory experience. In a demanding market, where customers have a huge amount of choice, the first impressions are vital. Customer contacts need to be handled quickly and efficiently, providing the necessary answers first time.

In a unified communications solution, intelligent routing applications can help by ensuring contacts are directed to the appropriate resource, taking into account skills and availability, regardless of location and the media used. Integration with business and intelligence applications can assist contact personnel to resolve the customer enquiry immediately, whether that be through direct access to the necessary knowledge or using instant messaging functionality to collaborate in real time with the relevant experts.

BENEFITS

- Improved customer service

- Increased efficiency and productivity

- Reduced costs in returned contacts

- Enhanced reputation