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Article : A World of Choices

As more communication options open up to customers, contact centers are hard pressed to keep up in providing as many contact choices as possible. We wanted to know what channels contact centers currently provide to their customers, and how they are used.

A survey by Joss Jalbert, ContactCenterWorld.com

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Voice, email, fax and voicemail. We predominantly use voice as the primary means of communication. Email is used for updates and further information relay. Fax is used occasionally, again to verify information or collect data. We discourage voicemail unless absolutely necessary, as we expect all calls to be answered personally and professionally."

 
Andrej Carli
Business Unit Manager
Italy

"Fax, Chat, SmS Email. We propose the unique multimedia queue and integration with CRM. The queue is adrressed lokking specific keywords in the mail or fax contest. ."

 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"fax, post,email ecommerce - whatever suits ours customers"

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Fanti Holtzhausen
Group Manager
Old Mutual
South Africa

"Voice, email, fax - Desktop faxing and electronic filing, voicemail - if busy client can leave a message"

About Old Mutual

Old Mutual is a leading international long-term savings, investment and protection Group.
 
Melissa Booth
President
United States

"Chat, email, phone, fax, we also offer voicemail for escalations."

 
Aneeq Hashmi
Team Lead
Pronexus Inc.
Canada

"Voice , Chat , Web, Email, Fax, Voicemail, Skype"

About Pronexus Inc.

Pronexus is the creative force behind VBVoice, recognized as one of the most seasoned and powerful IVR development toolkits available today. After 20 years of consistent innovation and technological a... (read more)
 


"We specialize in highly targeted customer communications delivered through multiple channels including voice, web, email, direct mail, mobile, text, etc. We manage and develop customer communications utilizing integrated data points including customer, purchase history, contact history and other overlays to produce timed and targeted communications that are delivered via customer managed preference channels."

 
Susan Reisinger
Operations Manager
United States Navy
United States

"We take web requests, e-mails, walkins, voicemail, chat - and integrate all these as a single stream of incoming requests"

About United States Navy

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,500 employees nationwide. Based in the Washington, D.C., suburb of Chantilly... (read more)
 
Terry Follmer
Trainer
United States

"In & outbound calls, email, fax, online ticket submission.
Other, partner centers handle web, chat, and online ticket submission."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Service Standards

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

Published: Wednesday, March 24, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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