Leveraging New Media

The true meaning of "contact" centre

The world of communication is evolving. Customers now have numerous ways that they can communicate with your business - voice, email, text messaging, web-chat, video and social networking. And they, quite rightly, expect the same high level of service and response across all of these different channels.

The communication needs of customer's are also changing. More people are using new media to communicate and they are beginning to expect to be able to communicate with their favourite brands and businesses in the same way. 

Managing multi-channel contact

So how, as a contact centre professional, can you ensure that your business is best position to handle these varying methods of communication?

If you are already handling inbound emails or web enquiries, then how can you put a structure in place to make sure that you are delivering to the high standards that you set when it comes to phone calls? Or how can you make sure that you are delivering the highest level of service by allowing customers to contact you by the media they want to use?

Implementing a truly integrated contact centre

CCT has help a variety of UK contact centres when it comes to multi-channel contact centres. CCT can help your business create a unified queue, allowing emails and other enquiries to be managed, just like a phone call.

Companies like Nisbets and Close Premium Finance have benefited from CCT's expertise and now run truly integrated multi-channel contact centres.

For more information, contact a member of the CCT team on 0117 3115969, use the adjacent web form, or email us and we'll get back to you.

External Links

Read more (Article, 11 Tips For Effective Email Management, Call Centre Helper)

Read more (Article, 5 Tips for Improving Your Customer Service Emails, Call Centre Helper)