The Value of Blending eServices and the Contact Centre
Agenda • Top Tips for handling Non-Voice Transactions Jonty Pearce, Editor, Call Centre Helper • The value of Blending eServices and the Contact Centre Simon Cook, Regional Practice Manager – Interactive Intelligence • Interactive Q&A - Live questions from the audience
Top Tips for handling Non-Voice Transactions Jonty Pearce Editor
Email volumes are growing Why?
Web Browser File Edit View History Bookmark Window Help http://www.hotmail.com/ Search Insert your bookmarks here News Web To: newsdesk@callcentrehelper.com Subject: Growing Email Volumes Some possible reasons • Avoiding call centre queues • Not finding answers on the web site • Less Customer Effort
Answer your emails quickly Current practice Best practice 80% in 4 - 24 hours 80% in 1 hour
There is a low tolerance of spelling misatkes Check spelling, punctuation and grammar
You don’t have to stick to the same channel Social Media Outbound Call
16:59 Email is for old folks The younger generation prefer text or chat
A maximum of 3 chat sessions per agent 1:1 if the chat is high value or sensitive
People expect to pick up web chat where they left off
Agenda • Top Tips for handling Non-Voice Transactions Jonty Pearce, Editor, Call Centre Helper • The value of Blending eServices and the Contact Centre Simon Cook, Regional Practice Manager – Interactive Intelligence • Interactive Q&A - Live questions from the audience
Questions and Answers
Slides also available tomorrow on Call Centre Helper Slides will be available tomorrow on the Webinar page http://www.callcentrehelper.com/free-webinar-the-value-of-blending-eservices-and-the-contact-centre-19956.htm
Watch the replay Same web address as the registration https://www1.gotomeeting.com/register/211943760 Available from 12 noon tomorrow (Friday 8 th July 2011)
Thank You
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