call / verb 3 communicate with by radio or telephone.

centre / noun 2 core; point of concentration or dispersion.

 

The statistical information to support changes in call centre processes is available in abundance. They all support the idea of trying to get more from the same resource levels. And that’s not only from agents, it’s also referring to systems, information and

 

The biggest change to come is the changing of call centres into contact centres. Consumers want more choices of ways to communicate with their suppliers. 89% want to use email and 21% want to use text. Not surprising given the personal usage of both of these but now it’s time to move them into the call centre.

 

Introducing these new communications tools to the contact centre is all about flexibility. That’s flexibility in approach and flexibility with systems and applications. But simply putting in a new system is not the answer. The starting point is reviewing business processes. Without business process changes, technology can only do so much. Combining the two together is the only way to get more from everything.

 

The same applies to return on investment, from our experience it’s dependent on technology and business process, not just one but both. And we can show you how to do that.