and the Contact Centre Agenda Top Tips for handling Non-Voice - PowerPoint PPT Presentation

The Value of Blending eServices and the Contact Centre

Agenda • Top Tips for handling Non-Voice Transactions Jonty Pearce, Editor, Call Centre Helper • The value of Blending eServices and the Contact Centre Simon Cook, Regional Practice Manager – Interactive Intelligence • Interactive Q&A - Live questions from the audience

Top Tips for handling Non-Voice Transactions Jonty Pearce Editor

Email volumes are growing Why?

Web Browser File Edit View History Bookmark Window Help http://www.hotmail.com/ Search Insert your bookmarks here News Web To: newsdesk@callcentrehelper.com Subject: Growing Email Volumes Some possible reasons • Avoiding call centre queues • Not finding answers on the web site • Less Customer Effort

Answer your emails quickly Current practice Best practice 80% in 4 - 24 hours 80% in 1 hour

There is a low tolerance of spelling misatkes Check spelling, punctuation and grammar

You don’t have to stick to the same channel Social Media Outbound Call

16:59 Email is for old folks The younger generation prefer text or chat

A maximum of 3 chat sessions per agent 1:1 if the chat is high value or sensitive

People expect to pick up web chat where they left off

Agenda • Top Tips for handling Non-Voice Transactions Jonty Pearce, Editor, Call Centre Helper • The value of Blending eServices and the Contact Centre Simon Cook, Regional Practice Manager – Interactive Intelligence • Interactive Q&A - Live questions from the audience

Questions and Answers

Slides also available tomorrow on Call Centre Helper Slides will be available tomorrow on the Webinar page http://www.callcentrehelper.com/free-webinar-the-value-of-blending-eservices-and-the-contact-centre-19956.htm

Watch the replay Same web address as the registration https://www1.gotomeeting.com/register/211943760 Available from 12 noon tomorrow (Friday 8 th July 2011)

Thank You