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
The Value of Blending eServices and the Contact Centre
Agenda
Jonty Pearce, Editor, Call Centre Helper
Simon Cook, Regional Practice Manager – Interactive Intelligence
Top Tips for handling Non-Voice Transactions
Jonty Pearce Editor
Email volumes are growing
To: newsdesk@callcentrehelper.com Subject: Growing Email Volumes Some possible reasons
Answer your emails quickly
80% in 4 - 24 hours 80% in 1 hour Current practice Best practice
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
Email is for old folks
16:59The 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
Jonty Pearce, Editor, Call Centre Helper
Simon Cook, Regional Practice Manager – Interactive Intelligence
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 8th July 2011)
Thank You