shopify visitor statistics
Newsroom

Posts Tagged ‘customer interaction’

Current Trends in Customer Interaction Management Solutions

July 28th, 2015

Everyone can comprehend that managers need to get the optimum productivity from their contact centre staff. The most obvious thing to do seems to be ensuring they handle the maximum amount of calls per hour, or insist they run through calls quickly. Unfortunately, these requirements appear to be at odds with the ‘holy grail’ of customer service. Ensuring an excellent telephony experience for the caller – handling calls in a professional polite manner, having all the answers to their questions at the agents fingertips, dealing with problems efficiently and ‘up-selling’ that additional extra item.

So, how does one reconcile these two competing elements? Well, it is possible – the advances made in Customer Interaction Management (CIM) systems over the last few years have allowed contact centres to enhance the customer experience greatly while also increasing agent efficiency.

This document discusses this trend and looks at where the CIM market is going. Click on the link below to find out more.

Read the rest of this entry »