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Article : Challenges In Implementing a Multi-Channel Contact Center

Giving your customer the freedom of choice when it comes to communication is a guaranteed way to make those customers happy. But as more channels of communication open up and become available, the contact centers that integrate them are faced with new sets of challenges that can cause nightmares…

Andrej Carli
Business Unit Manager
Bizmatica Sistemi Spa
Italy

"Basically the skill could be very different for answering in written way that over the phone, si it is better to have dedicated group. The best optopn is multimedia queue with a good tuning of preferences, skill and priority."

 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Distribution of workloads to meet service levels"

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)
 
Ertugrul Bayrakci
It Development Manager
Türk Ekonomi Bankası (TEB)
Turkey

"We will establish a collaboration back and front office operations. We can report and monitor each channels activities. So we will give better service to our customers."

About Türk Ekonomi Bankası (TEB)

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and ser... (read more)
 
Mireille Welter
Call Center - Manager
Luxair
Luxembourg

"Optimizing the organization (structure) of the call center, training of the agents"

 
Fanti Holtzhausen
Group Manager
Old Mutual
South Africa

"Technology, system development - integrating call centre technology with our opperational systems."

About Old Mutual

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

"It was shockingly easy."

 
Aneeq Hashmi
Team Lead
Pronexus Inc.
Canada

"We needed to find a CRM that we could port all of our data sources to and track tickets unilaterally instead of manually collecting call results and entering them into our legacy CRM. We also needed IP phones and Asterisk server to tie in Agents available via SIP , Skype connectors, and traditional TDM Voice and Voicemail."

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)
 
Susan Reisinger
Operations Manager
United States Navy
United States

"We need a new and updated ACD to integrate these streams and assign to next available agent."

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)
 
Karen Freeman
Assistant Director, Customer Service
American College of Healthcare Executives
United States

"Integrating all the channels seamlessly and simplying steps for staff. If we have all of these channels then it just makes the agent work harder sometimes not smarter. They have to do more which lends to more things falling through the cracks."

 
Sana Stephens
Director, Account Management
United States

"Workforce management to ensure resources are available to answer different channels types."

 

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 - Customers Wary Of Fraud Calls

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

Related Editorial

Published: Thursday, December 10, 2009

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Automated Call Distributors

 
1.) 
Premium Listing
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.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

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