Contact Centre Solutions
How can you exploit technology as a catalyst to improve your contact centre operation?
Business requirements
Whilst every project is different, the common business requirements for a technology enabled call centre solution typically include:
- A technology investment that is part of a wider transformational change programme within the call centre – one which is often driven by a future growth strategy for the organisation
- These ambitions can best be achieved by a focus on excellence – not only in providing a enhanced customer experience but also looking to minimise the customer effort when dealing with the organisation
- A strategy to adopt multi-channel communications as part of an integrated channel approach, as increasingly customers are judging the overall effectiveness of an organisation not only by the quality of the voice communications but also by their contact online, through email and across social media channels
Call centre technology platform
Technology is key as a catalyst to enable this overall change programme.
In the first instance to provide en effective voice platform for handling a mix of inbound and outbound contact, routing those calls through to the agent with the best skills to deal with an enquiry, along with comprehensive reporting reflecting the key performance data required at agent, team and call centre level. In future phases, adding additional channels through an integrated work queue – so there is the ability to manage the contact centre resources
as a single resource pool that manages all voice, email, web chat and potentially social media contacts.
Finally, to look for an opportunity to allow customers to self-serve – using automated applications that minimise customer effort.
Many technology vendors claim the ability to handle these types of contact. But for your organisation to become a leader in its sector, you should ensure that you have the best technology platform that will enable this growth strategy to flourish.
Call centre solutions experts
We are much more than just technical specialists – we can provide a range of Subject Matter Expertise specialisms across Customer Experience, People, Process and Operations. And, we are the
number one Genesys experts with numerous Genesys implementations to our name.
Virtual call centres
We can optimise the use of call centre resources across multiple sites that route the call or email enquiry to the right resource – regardless of location.
Genesys hosted call centre
To further enhance our solutions portfolio for call centre operators, we've developed G-Cloud™ - the UK’s first hosted contact centre service built on the leading
Genesys software platform.
Genesys Workforce Optimisation
We can optimise how you get the most out of your call centre staff. Genesys Workforce optimisation allows you to maximise their performance, and this is key as they are your highest cost of operation as well as your most valuable asset.
Call centre award judges
We really know what contact centre excellence ‘looks like’ as we have been judges for
European Contact Centre Awards for the past five years. This gives us a unique ‘on the ground’ insight into what the call centre recipe is for great customer service. Technology is a key ingredient, but relies on having the right operational KPI performance metrics, quality assessment process, customer feedback mechanisms, training and skills development and a focus on optimising processes that eliminate failure demand and waste.
Call centre Customer Innovations practice
Our Customer Innovations practice has ‘Big 5’ management consultancy heritage to assist client project teams. We have been involved in several projects where customers have gone on to collect excellence awards for their call centre – so we can apply this knowledge to ensure that the call centre solution truly provides a real catalyst for change.
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