Newbury, 16 July 2007:  Help is at hand for contact centre managers with the launch of a new series of downloadable ‘best practice’ guides. A huge opportunity to gain a competitive advantage will come to those firms who address flagging consumer confidence, according to Exony, a provider of interaction management software for virtual contact centre (VCC) operations and author of the guides, the first of which covers combining real-time and historical reporting.

“Customer service is a key differentiator for businesses, regardless of sector, and the contact centre is on the front line,” said Ian Ashby, CEO of Exony. “We have experience of working with some of the world’s most demanding customer-centric organisations and it is clear that customer service, despite technological improvements, is still proving a challenge for all sectors. Contact centre managers across the board need guidance right now on how to improve customer satisfaction and reduce churn.”

Each issue of the Best Practice Series is based on Exony’s experience of working with some of the world’s most complex contact centres, and highlights a key challenge facing contact centres today. The papers have been developed in response to frequent requests from Exony’s customers and partners for ‘best practice’ examples covering a wide variety of issues.

Before managers can implement future improvements, they must understand past events, so issue one of the Best Practice Series introduces the topic of ‘One Clear View’.