In an environment where organisations are geared to collect data on customers for compliance and to better understand their customers to enhance performance of their contact centre and the customer experience
Helping organisations deploy systems and processes that help them to better understand completely their customers at the point of contact and match the relevant products and solutions that the customer may have a tendency to buy.
This will aid the organisations ability to both improve and tailor the customer experience enhancing customer satisfaction as well as enabling organisations to start driving sales though inbound activities by up sell and cross sell.
Customers need to balance the cost of not using this data in an ever increasingly demanding competitive marketplace against deploying systems that can do this for them in an intelligent way.
Customer Intelligence: Customer Intelligence offers you a cost-effective selection of capabilities to place your contact centre at the heart of your customer experience, enabling optimisation and excellent service provision through multiple channels. Learn more >>
Automating customer contact
Many customer enquiries will always need to be handled on a personal, one-to-one basis. In an ideal world, perhaps all enquiries would be managed this way. In the real world, however, organisations have to balance the cost of running a large-scale customer service organisation with the value that can be added to each type of customer interaction.
For simple, repetitive enquiries, it can be faster and more cost-effective to allow customers to find the answers themselves. Customer self-service can help an organisation to keep its service costs low, and in many cases, provide a higher quality service by removing the need for customers to wait until an agent is available.
It also benefits customers who do need to speak with an agent by reducing the call load from enquiries that can be handled automatically.
BT Self-Service
BT Self-Service lets you automate response to simple, repetitive customer enquiries so that your agents can focus on more valuable activities. You can provide a 24x7 response, reduce the need to transfer calls internally, and reduce the number of agents required to handle inbound enquiries.
BT Self-Service capabilities are provided for a simple monthly fee, and scale easily to match changing contact volumes. Hosted on BT’s world-class network infrastructure, these managed services are based on solutions from BT and other leading providers, including Eckoh, Nortel SS and Avaya IR. They include:
