 |
|
|
|
| Transformation in the contact centre environmentImproving customer relationships is the deployment and management of the customers' CRM application. Outsourced call centre services are delivered by an IBM business partner. Customers choose the CRM application components that fits their needs: Marketing, Sales and Customer Service. |
|
|
|
|
|
|
|
White paper | Balancing cost, the customer experience and revenue enhancement to truly differentiate the contact centre. |
The contact centre environment has changed dramatically in recent years. Early call centres were cost centres, built to take advantage of the telephony technology of the time. Typically confined to one physical location, they relied on interaction-based, frontline support and had little financial justification of costs. Frequent handoffs among agents created inconsistencies, as did paper-intensive processes and product-based structures. Today, contact centres are becoming increasingly customer-focused and are gearing up to solve problems and generate revenue. A proliferation of channels is giving companies a variety of opportunities to communicate with their customers. And with more opportunities for up-selling and new ways to cut costs, the contact centre is transforming into a profit centre. As organisations make this transformation, they are faced with identifying areas for change, reducing service costs, providing a differentiated service, increasing sales, supporting a multichannel customer experience and leveraging technological advances. The challenges, coupled with increasing customer expectations, have created a renewed focus on transforming the contact centre. This IBM BCS-authored white paper explores the trends that are emerging as companies work to manage these challenges. |
 About the author Andy Pritchard
Andy Pritchard is the America's CRM leader for IBM BCS's Contact Centre Optimisation practice. He has many years of experience in the delivery and direction of large scale implementation projects, with focus in the last fourteen years in the definition and delivery of complex contact centre solutions. Andy has been instrumental in the development of IBM's thought leadership in this area, particularly in the areas of integrated multi-channel contact centres, the contact centre diagnostic, and the contact centre method. Andy has worked with many clients over the years, most recently at Sprint and AT&T Wireless.
| andy.pritchard@us.ibm.com |
Copyright (c) 2004 by IBM Corporation
|
|
|
|
|
|
|
