Thank you Thanks for taking the time to read our Newsletter. The links located below relate to the content that has been added the most recent Newsletter you have received from us.
Feel free to explore the latest exciting news and updates to the bxp system.
'''bxp and phone systems'''
Integrating bxp with your phone system (Computer and Telephony Integration or CTI) drives a number of benefits= CRM - Tailor Made =
1We have been winning more new CRM clients recently by building the system for them, rather than through the self-service approach. Reduces CostsCall Handling Time (CHTWe work with stakeholders to ensure, a) which is rolled up into Average Handling Time (AHTthat the system precisely matches the clients’ requirements and, b) is reduced because you don't need that staff actually want to recapture details. use it!
If decreasing Average Handling Time (AHT) is your focus, pop ups / automated look ups can significantly reduce the amount of time spent at the start of the call locating the customer record. If Interactive Voice Response (IVR) is used, the record can be found instantly, reducing AHT by up to a minute.
2. Improves ServiceKnowing who the caller is before answering means you can deliver a more personalised service and the customer experience is greatly enhanced. An agent can answer the call as = FEXCO Nomination =
Good afternoon Mr LaceyCongratulations to our colleagues at FEXCO who have been shortlisted for the 2015 Irish Customer Contact & Shared Services Awards in the Best Use of Technology category. My name This is Philipa high profile award and previous winners include UPC, Airtricity and Paddy Power. How can I help you with your Product X account today?
as opposed to In this case the far less personaltechnology being used is bxp’s ticketing solution.
Good afternoon. My name is PhilipFEXCO’s Resource Planning department deals with over 100 daily tickets across a multi-site environment. Can I get your customer number please? 3Using bxp in conjunction with a work list means tickets are logged efficiently. Increases SalesOutbound calls can be made automatically which speeds up connectionThey are able to communicate via automated emails, data management set automated calendar reminders and avoids mis-dialling which, have seen significant improvement in turn, saves time and therefore moneythe quality of the information received.
4. Improves Productivity
Through screen pops, users can enter notes directly without wasting time looking for appropriate screens or tabs.
5. Improves Data Qualitybxp can auto format and auto populate the data appropriately to the caller. This in turn helps reduce user error and reduces the time it takes compared to manually filling in the details.= Can we help? =
Please don’t hesitate to contact us if you think that these or any other aspect of bxp could help you win new business or add value for your existing clients.
6. Collaboration enhancement
If a call is transferred or conferenced in, the caller’s information is shared with the next person.
7. Reduces Trainingbxp reduces the amount of training for agents by allowing you to upload all the training documentation you need, therefore reducing the need for one to one tuition or classroom training.= Coming Soon =
We’re very excited about our new Gamification Module which is out on live test now. More of that next time.
8. Enhanced reporting
It is possible to link call and customer data for enhanced Business Intelligence (BI) reporting. This is a substantial topic so you might like to read more at: http://www.bxpsoftware.com/wixi/index.php?title=Scenario_-_bxp_Integration_with_a_Phone_System
If you haven'''Best Next Action''' t received any of our Newsletters and would like to be added to our subscribers list, please email your details to socialmedia@allnone.ie
Best Next Action (also referred to as Next Best Action) is a customer focussed marketing model that considers the different actions that can be taken for a specific customer and decides on the best one. The Best Next Action should be a balance between the customer’s interests and the organization’s business objectives.
Best Next Action makes the most of Big Data by using large volumes of information to create models for what should happen next. bxp is uniquely positioned to address the obvious and not so obvious challenges of this area and is already doing so for a number of clients.
= Newsletter =
Suppose one of your customers contacts your sales department. In a perfect world the answering agent will know all there is to know about this client but this is often not the case so a dialogue ensues whilst the agent tries to work out their best option. Best Next Action removes this responsibility, provides a professional and consistent response to the customer and helps prevent agents from giving away the farm. Essentially BNA is using statistics / models to guess what is most appropriate for that customer to provide an upsell or cross sell opportunity. The more information you have the more tailored a response you can provide. For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Scenario_-_bxp_and_best_next_action '''Data Profiling''' Data Profiling is the bxp reporting module and it allows you to create two key reporting formats; Instant and Customised. Instant reports are generic with fewer configuration options which allows reports to be generated quickly with little or no configuration. When there are a number of configuration options, you can save the settings and filters in a custom group. These groups are then applied to the instant reports and so become customised reports. Groups save a lot of time by storing the settings for reapplication to multiple report types. For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Data_Profiling_Overview '''Bonjour, Hallo, Hola!''' bxp makes it possible to include language changing options. Once you have built your initial form with questions and outcomes, you can add a Language bar which presents you with a list of buttons or images that, with one click, can translate the form into a different language. For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Forms_Language_Bar '''Gamification''' Gamification is all about engaging staff; helping them to be more productive but at the same time making it fun and enjoyable. Click the link below and find out how you can use bxp for Gamification and develop your own incentive schemes or programs. http://www.bxpsoftware.com/wixi/index.php?title=Scenario_-_bxp_for_Gamification If you haven't received any of our Newsletters and would like to be added to our subscribers list, please email your details to socialmedia@allnone.ie [[File:NL September Newsletter November 2015 Template.png]]
