< Back to the communications news list
|
Blended call centres 'reduce wasted hours'
|
|
By using blended contact centre technology, businesses can reap a number of cost, productivity and operational benefits, it has been suggested. Tracey E Schelmetic, editorial designer of Customer Interactive Solutions magazine, states that by deploying unified communications in contact centres, companies can better organise human capital in order to pass on benefits of greater functionality and improved call resolution rates to the client base. Ms Schelmetic cites a recent study that postulates that the need for a unified communications-enabled contact centre increases dramatically as customer and client queries become more complex. The Aspect Software study finds that in an average contact centre, around ten per cent of calls that are received require outside contact before they are resolved, meaning that a client calls with a query, which the agent has to seek external guidance in order to resolve, which both lengthens the interaction and reduces over efficiency. With presence functionality, however, support staff can seamlessly pass clients on to appropriate agents to resolve the query without having to interrupt the call. "It is important for organisations to include the contact centre as part of their broader unified communications strategy because customers can be a key beneficiary of the value that unified communications brings," a spokesperson from Aspect software notes. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
Azzurri provides proactive, preventative support, including remote network monitoring.