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Contact centre interaction 'basis for consumer's judgment'
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Many consumers base their judgment of a company on interaction with their contact centre, it has been revealed. A study by marketing firm Benchmark Research found over half would stop using a company's goods or services if they had a bad contact centre experience. These problems could result from companies not measuring their performance, it has been suggested. James Wade, vice president of enterprise product marketing at Nortel, said companies need to ensure avenues such as web interaction are as "robust as the traditional route". He added that companies need to incorporate email and instant messaging into the contact centre to deal with customers' problems and to answer questions quickly. It was suggested recently open standard Interactive Voice Response (IVR) is providing a solution in the contact centre. Research firm Datamonitor revealed Voice-XML-IVR software has now surpassed traditional IVR in popularity, with automated IR systems saving businesses money and resources to make customer calls. 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!