Contact Centres the Way in for Customers

Contact centres play an important role for many companies in allowing customers to have access to support or advice, it has been claimed.

Writing for IT Analysis, Freeform Dynamics principal analyst Josie Sephton explains that contact centres are the "interface" of an organisation.

Making this interface more efficient is a key method of improving customer satisfaction, she contends.

For instance, adopting unified communications is suggested as a way of making it easier to transfer calls to individuals best qualified to deal with any queries.

As well as improving the customer experience, this is said to increase the likelihood that the issue can be resolved in the first call - which could drive the efficiency of the contact centre still higher.

Ms Sephton notes that modern technology is allowing call centres to enhance their service even beyond this level, however.

Should an individual be away from their desk or in a meeting, it may be possible for their status to be visible to other employees.

As such, a call which might otherwise reach their voicemail can be re-routed to someone who is at their desk.

With more than 19 years of experience in IT services and telecommunications, Ms Sephton is responsible for driving ahead Freeform Dynamics' agenda in communications solutions for small businesses.