< Back to the communications news list
|
Call centres 'increasingly tricky'
|
|
Maintaining effective call centres that provide adequate customer support service is becoming an increasingly complex challenge, it has been reported. As part of its quarterly technology publication, the Economist has identified effective contact centre management as a key concern for businesses. The publication reports that the ever-growing industry has meant that contact centres need to provide an increasing array of services to maintain customer satisfaction. With $280 billion (£138 billion) spent on commercial contact centres worldwide, the publication claims that costs of outsourcing are rising and increased competition is meaning that companies need to provide their customers with higher levels of service than ever before. Taking "context data" is one trick used in effective contact centres to improve call routing, which works by establishing caller requirements based on previous call records and routing the customer to the most suitable agent to deal with problem automatically. Meanwhile, Tech News World asserts that consolidation is key to the development of an effective call centre solution, with 45 per cent of best-in-class businesses reported to have improved efficiency as a result of such a deployment. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
Azzurri provides leading technology and customised software to make your contact centre work better. Ofcom compliance is our forte!