Mobile Strategy Insights for the Contact Center
With more than one billion smartphones anticipated to be in use by 2013, contact center managers everywhere are examining how to leverage the capabilities and manage the challenges presented by a mobile handset that can do just about anything that can be done on a desktop computer. The smartphone tsunami, or mobile customer relationship management (CRM) convergence, calls for smart, sophisticated contact center solutions. What’s your mobile strategy?
Tips for Choosing Contact Center Solutions
How to Find and Solve the Problem of Extended Hold Time
The market for contact center queuing solutions
By its broadest definition, virtual queuing allows callers waiting on hold for an agent to hang up without losing their place in the queue. Though not a new solution, virtual queuing is not common, despite the way in which it allows enterprises to differentiate via customer service. Despite all of the recent investments in self-service automation and solutions that optimize agent productivity, virtual queuing solutions seem to be a neglected area. When properly deployed, they can offer genuine business benefits, improve customer satisfaction levels, and reduce contact center staffing cost.
Why Your Customers Should Never Have to Wait on Hold Again
When a technology delights customers and pays its way in cost-savings, you can bet its time has come. In customer relationship management (CRM), that technology is virtual queuing.
Best-of-Breed vs. All-in-One Solutions
An 80/20 strategy is the best of both worlds.
Virtual Queuing and Voice Biometrics
A virtual queuing system educates and empowers customers with respectful options for managing wait time. Rather than wait on hold, the system can put a virtual placeholder into the queue to save your place in line and call you back when it is your turn, in the time promised. Before entering the virtual queue, customers are routed through an IVR where they are authenticated and receive self-service options.
Skills-Based Routing and Virtual Queuing:
Using Complementary Technologies to Increase Service Levels
This white paper proposes a solution to a common contact center problem: trying to manage queues to maintain performance metrics and achieve customer loyalty initiatives, while at the same time trying to control the costs of hiring and training specialists.
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