18.06.09
Irish bookmaker Paddy Power has reduced
customer contact times by deploying customer interaction management tools, it says.
The firm, which adopted the
call centre technology in February 2008, claims to have also improved the accuracy of information provided through advanced email management features.
Paddy Power says intelligent routing now directs enquiries to the most appropriate agents and suggests pre-written responses to maximise efficiency levels.
Darren Lovern, online operations manager for the firm, said a strategic decision had been made to move more
customer service online, based upon the notion that email and chat can be "highly effective" and "cost efficient" communication channels.
Adding his view, nGenera CIM European managing director Matthew Haines proposed that by taking advantage of customer interaction management tools, Paddy Power was providing "an exceptional service" to customers across the channels of their choice.
Earlier this month, Intelleca managing director Mike Renson told Business Day that successful call centres should be dynamic, rounded and sufficiently equipped able to meet the varying demands of customers, employees and managers.
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