Are you undecided about the routing strategy that you should use to meet the current needs of your business?
According to an American Express survey, 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most important prerequisites to a great customer experience.
After analyzing your business, you have identified that a contact center is the answer to your purposes and objectives. But do you know what to do next? Where to start?
According to Gartner, the growing acceleration of digital, automation and analytics services is rapidly changing the fabric of business process services and outsourcing. By 2020, these realities will account for 45% of customer management outsourcers revenues.
Last year we have done some research with the consultants Frost and Sullivan on Smart Cities and Citizen Engagement. As part of this project, many municipal decision-makers in Europe were interviewed about which services were the focus of their data-centric projects.
Altitude, together with industry associations, is sponsoring and organizing annually the Fortius Awards, aiming to reward and celebrate the best professionals in contact centers. The Fortius Annual Awards are now organized in Portugal (1st edition) and Spain (9th edition) in a partnership with local industry associations, to find the best contact center manager, supervisor and agent in these countries. Hundreds of applications are received each year to be analyzed by an industry jury.
If your answer to this question is “men, women, between the ages 18 and 50” etc I have bad news. You cannot define your customers by generic data, such as age and gender anymore, or you will run out of customers. Most companies have an intelligence center that is often disregarded and still not used as such. It has precious information for assessing what is being done and what can be improved.
We strive to help our customers achieve maximum business profit while at the same time providing their own customers with the most excellent service. I´m going to take this opportunity to give you a little insight on how to use each dialing mode to achieve that objective.
Lean method has enabled small and medium companies to compete against big corporations. This management model is more popular year by year, and is based on launching a product or service requested by the market, see how it works and apply changes suggested by the client to improve it.