7. Oktober 2009

Free White Paper: Building a Multi-Channel Contact Centre in the Era of Social Networking

InVision Software, a leading international provider of workforce management solutions and DMG Consulting, an independent research, advisory and consulting firm for the contact centre market, offer a free white paper on best-practices for managing real multi-channel contact centres. The downloadable guide discusses the impact of social networking and other alternative channels on contact centre operations, reviews the technology requirements for the contact centre of the future and gives practical advice on forecasting and scheduling in multi-channel environments.

The growing adoption of new communication channels in customer service – like email, chat, SMS (texting), community bulletin boards and social networking – is forcing enterprises to change the ways they interact with their customers. Adding new channels to customer service will cause a “highway effect” which is comparable to opening-up additional lanes. This multiplies the planning requirements for contact centre managers, operations executives as well as workforce and forecasting managers. Workforce management helps to optimise staffing to ensure that multi-channel interactions are handled by agents with the right skills on a timely basis.

“Live customer interactions are more and more shifting from a predominance of voice to multi-channel,” says Peter Bollenbeck, CEO of InVision Software. “Most contact centres have not yet become accustomed to the changing needs of their customers and still continue to provide primarily phone-based services. But to stay at the top, they have to act now to keep up with the changing channel preferences or they risk having customers defect to their competitors. Our solution, InVision Enterprise WFM, supports them in meeting these new challenges in a multi-channel environment ensuring service level adherence for all customer interactions.”

Building a multi-channel contact centre requires changes in all aspects of a contact centre: its organisation, structure, policies, best practices, technology and staff. To succeed, some basic technology requirements have to be fulfilled. Such as a workforce management system that uses the appropriate mathematical algorithm for optimised forecasting and scheduling, universal queuing, quality assurance, coaching and eLearning solutions.

To learn more about ”Building a Multi-Channel Contact Centre in the Era of Social Networking” download the free white paper at: