As lockdown continues to ease, it pays to keep an eye on the pennies. Thomas Rødseth, Chief Technical Officer of Puzzel, outlines 5 ways to achieve all-round efficiencies in customer service.
It’s taken years for contact centres to shake off their negative cost centre image, and now, life with COVID-19 has thrown a spanner in the works. The challenges of managing a cost-efficient customer service operation which meets increased customer demand while also dealing with home working are greater than ever before. Now is the time for contact centres to prove their worth as valuable profit centres and become the drivers of enhanced customer experience (CX) and business success in today’s complex, post-lockdown world.
So, how do contact centres reduce costs while continuing to deliver exceptional experiences for their customers and their virtually-dispersed agents?
A 5-step guide to all-round efficiencies in customer service
Here are five ideas to get you started:
About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.
Puzzel (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.
About PR Artistry:
A 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.
Published: Friday, August 28, 2020
ASC Recording Insights and neo
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Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
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Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
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