The Global Association for Contact Center Best Practices & Networking

•Several Genesys customers in the travel sector were ranked in the top 15 league table for customer service in the recent Contact Centre Focus (CCF) Travel and Leisure Industry Spotlight report.
•The Genesys solution is used to dynamically engage with customers across multiple channels, including call centre, the Web and e-mail, to reach new levels of service.
•The findings come at a time when customer service has been pushed to the limit stoppages caused by the volcano ash cloud, travel industry bankruptcies and the BA strikes.
•The top performing Genesys customer was Thomson with a score of 71 percent.

August 25, 2010 -- Thomson uses Genesys to create a seamless customer conversation across its entire enterprise, including branch stores, to enable all customers to quickly reach the right agent, first time.

The technology from Genesys helps Thomson better manage its resources and call tagging processes across all of its locations that enable it to optimise call routing and reduce average waiting times to just 13 seconds.

The Genesys solution enabled Thomson to implement consistent staff processes across the whole enterprise. Unified resource management simplifies day-to-day operational efficiency and gives Thomson’s staff the ability to instigate revenue-generating cross- and up-sell opportunities.

Peter Baird, Systems Account Manager, Thomson:

"We have dramatically reduced abandonment rates to less than one per cent in our peak trading month – compared with levels of 10 per cent during the same period the previous year. The new set-up has enabled us to manage our wide pool of resources more efficiently to meet the ups and downs in call traffic, which used to put tremendous strain on our agents, managers and, ultimately, our customers. Genesys and Cable & Wireless have helped optimise our contact centre processes to maintain high levels of productivity throughout these peaks and troughs."

Lucille Jackson, Senior Marketing Manager, Northern Europe, Enterprise Market Group, Alcatel-Lucent:

"We are very happy to see three of our customers in the Top 15 of the CCF industry benchmark, because it shows that customers are really seeing benefits as a result of a Genesys implementation. By using solutions that unify the enterprise, organise tasks and offer customers continuous, multi-channel conversations, businesses can significantly enhance their service provision and long-term customer engagement."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.targetwire.com

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