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Archive for March, 2012

Revolutionising Customer Experience with Call Scripting

March 30th, 2012

We are constantly bombarded with different solutions that are sold to us as the most innovative on the market. But the question remains – what does work in a contact centre’s day-to-day reality? What does ‘innovative’ mean in the contact centre world? And most importantly, what do contact centres need to drive productivity but at the same time increase customer experience?

Modern contact centres are facing significant challenges, and it looks like these challenges are here to stay. With multi-channel and social media application integrations, modern customers expect companies to solve their query right there and then. On the other hand, the agents need a system that will make that happen without making them learn several software applications and technical procedures. The answer is quite simple – the agent desktop needs to be multi-channel, provide a massive knowledge base and take the agent to the right place where the query can be answered.

The best way of giving the agent the ability to find the right answer is to guide the agent through different stages where the agent can get a chance to identify the customer’s needs or problem; this is what we call ‘call scripts’. You can have different scripts depending on what the customer wants i.e. to make a purchase, make a complaint, find out things about their account, etc. To incorporate scripts into your business processes management and agent desktop will make everyone’s life easier as the right script will be shown on the agent’s desktop. The agents can now have exciting but very relevant conversations with the customer. On top of this, not only will you get an improved first call resolution rate and reduced call handling times, but you will also start benefiting from better agent retention and increased customer satisfaction ratio. It sounds like everyone wins, don’t you think?


CallScripter and Uni Systems Partner

March 19th, 2012

March 19, 2012, Ipswich – CallScripter, an industry leading contact centre scripting software solutions provider, has entered into a partnership with Uni Systems, an innovative leader in ITC systems integration in the Central and Southeast European, as well as the domestic market, to optimise the efficiency of customer interactions within this region’s contact centre industry.

Uni Systems, a strategic partner of Genesys, the world’s leading provider of customer service and contact centre software and services, selected CallScripter as a best of breed call scripting solution based on its integration with the Genesys suite and its highly configurable scripting capabilities backed by robust reporting functions. The partnership between CallScripter and Uni Systems will enable enhanced agent desktop functionality, flexibility and system integration and deployment while increase customer’s ROI. Through this partnership contact centre, customers are now going to be able to drive streamlined customer interactions by improving first call resolution, reducing call handle times and providing a consistent customer experience.

Stephen Richardson-Frankton, International Partner Manager at CallScripter, says “The Uni Systems partnership will strengthen CallScripter’s market presence in the region, deliver a great all-round customer experience and ensure excellent client support. Additionally, Uni Systems will bring a wealth of systems integration experience and an enviable track record in successfully delivering enterprise voice and contact centre solutions.” Stephen Richardson-Frankton continues, “Uni Systems is one of the most extensive sales and support organisation of its kind within the Greek and SE Europe market – and its experience of deploying Genesys-based contact centre solutions is unparalleled.

Constantinos Pretenders, Solutions Manager at Uni Systems, says “The established partnership with CallScripter will provide Uni Systems with the opportunity to review all existing Contact Center customers, while creating business cases for new customers as well, by enhancing the agent-to-customer communications.

About CallScripter
CallScripter is the market leading contact centre scripting software solution internationally, designed to maximise contact centre productivity while improving agent and business efficiency. With a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe.

CallScripter is a division of IPPlus plc, an AIM listed business services organisation, whose interests include software and outsourced contact centres. CallScripter’s headquarters are based in Ipswich, the UK with regional partners worldwide.

For more information visit www.callscripter.com

About Uni Systems
Uni Systems SA, a member of Quest group, is one of the largest IT & Communications integrated solutions providers in the Greek market and is steadily growing to one of the leading companies in this sector in the greater SE European market.

For more information visit www.unisystems.com


Become ‘Succeedy’ with L-Vo

March 8th, 2012

We had the great pleasure of having the world’s top motivational gurus L. Vaughan Spencer joining the speaker panel at our CallScripter User Group Meeting and Awards Lunch, which was held in London on the 16th of February.

Admittedly, he is not an ordinary motivational speaker; instead, L-Vo Spencer is a true ‘succeeder’. His ‘succeeder’ programme is all about ‘embedding Cognos-sensual learnings and initiating proactive mindful Moti vitality’. Yes, that’s right! L-Vo points out that it is important to understand that the only person that keeps you down is yourself! And, by joining the ‘succeeder’ programme, you will be able to overcome your negative inner dialogue that keeps telling that you are not good enough. Read his book ‘Don’t be needy be succeed’ – it is amazingly thought-provoking and hilarious!

David Everett, Commercial Director at CallScripter, said, “Wow! L-Vo’s after lunch session couldn’t have gone better! It was highly entertaining, with plenty of audience interaction, delivered in a thought-provoking, inspirational and motivational way to our CallScripter User Group Meeting and Awards Lunch.”

For more information about L-Vo, click here