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Article : 5 Reasons to Implement Integrated Email Ticketing in Contact Centres

#contactcenterworld, @puzzelsolutions, @PRArtistry

Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries.

Coronavirus has been a catalyst for change, not least in the contact centre world. Long-standing debates about rising customer expectations, the merits of flexible working and whether to stay on-premise or move to the cloud have come to a head. The pandemic has imposed digital communication between organisations and consumers – something that many were unfamiliar with. As this digital passage progresses, online activity such as shopping has increased, and with it, an influx of customer service enquiries. As customer behaviour changes, contact centre change has been fast-tracked to deal with a surmountable surge in enquiries as the digital world soars.

Crucially, the pandemic has revealed how organisations that rely on legacy systems and resist transitioning to the cloud have struggled to adapt to increased customer demand and a new contact centre environment where the majority of agents work remotely.

Since Coronavirus hit, there has been a significant uplift in email traffic as a means for customers to communicate with an organisation, with contact centres having, in some cases, switched off voice and moved to other channels in order to manage huge spikes in demand. Email is also the basis for good ticketing systems, the new go-to solution for delivering a seamless customer experience (CX). The other significant benefit is that this technology enables home-working agents to interact professionally with customers as they juggle domestic chores, childcare and pets. After all, dogs cannot be heard barking on email.

As some sense of normality resumes, now is the time to take a closer look at email and ticketing, and what this may look like moving forward:

Five reasons to deploy integrated ticketing in contact centres

  1. Reduce customer and agent frustration – when response times are longer than usual, a customer might send four emails relating to the same request in a bid to receive a quicker reply. As a result, contact centre inboxes can escalate from 1,000 to 4,000 emails in a very short space of time – frustrating for agents and for customers alike. Integrated ticketing capabilities help contact centres handle large volumes of emails and tickets. They can track and consolidate multiple messages from the same person, or ticket number, enabling agents to deliver one consistent response to the customer, therefore relieving customer frustrations.

  2. Efficiencies for faster service – with increased customer demand potentially putting pressure on the warehouse, your contact centre can rely on the latest ticketing solutions to set and manage customer expectations, which is essential to boosting customer satisfaction and loyalty. Use ticketing to generate automatic responses to communicate the progress and estimated arrival of goods to calm frazzled customers and soothe agent nerves. Develop time-saving automatic bulk announcements, such as when the business is open or closed. Agents can swiftly categorise incoming emails either manually or automatically and use templates to provide customised, efficient responses while accelerating wrap-up and follow-up times.

  3. Turn on the lights to deliver unified CX – with all data sitting in the cloud - and linked to automated email and ticketing technology - agents are well equipped to combine the real-time capabilities of the cloud with integrated ticketing and an easy-to-use agent application. This gives employees complete visibility of all customer interactions and empowers agents to solve both simple and complex customer issues from start to finish, and deliver a unified customer experience.

  4. Service with a smile – make the most of customisable templates to give customers a highly personalised service. Agents can even add emojis to greetings and messages, adding a human touch to electronic communications and giving customers a welcoming, engaging experience. Modern ticketing solutions are sophisticated enough to identify VIP customers, so that they receive priority treatment. This in turn inspires loyalty, encourages future spend and stimulates revenue growth. They’re also highly scalable, making it easy to add additional features such as new languages. Ticketing is the ideal solution for contact centres with geographically dispersed agents and international customers.

  5. Enhanced security and compliance – fast and easy to implement, the latest cloud-based ticketing solutions also allow contact centres to manage any number of emails remotely and securely across a virtualised workforce and multiple locations. Secure data storage aids compliance with important personal privacy legislation, such as the General Data Protection Regulation (GDPR). Using integrated ticketing solutions, agents are able to set and adhere to deletion periods for holding personal data while a clear audit trail of deleted emails helps to demonstrate organisational compliance.

As this surge in demand and shift to online communications continues, email ticketing is a flexible, efficient and satisfying way to interact with customers learning to navigate the digital world, and to deliver top-notch, effortless customer experience.

#contactcenterworld, @puzzelsolutions, @PRArtistry

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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About PR Artistry:
Company LogoA fresh approach to IT PR and Content Creation that focuses on deliverables. Whether you are looking to scale up, expand, move into new markets or sectors, or in preparation for attracting new investors, whatever your goals, PRA has the experience and skills to provide help, guidance and a useful extra pair of hands. We have over 25 years’ experience in the tech sector and we are still excited by the pace of change and innovation. We can quickly understand the essence of your business and what makes your products and services uniquely compelling. We don’t just create content we promote it and provide a monitoring service to measure success.
Company RSS Feed   Company Twitter   Company Profile Page

Today's Tip of the Day - Answering Customers’ Questions

Read today's tip or listen to it on podcast.

Published: Wednesday, August 26, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

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