Difference between revisions of "Demonstration - Contact Centre - Content"
From All n One's bxp software Wixi
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== Purpose == | == Purpose == | ||
| − | + | Operation of a contact centre is a vast and complicated challenge. | |
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| − | + | [[Release_History] | |
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| − | + | Our scenario outlines so much of what can be addressed by bxp for contact centres [[Scenario_-_bxp_and_The_Evolution_of_a_Contact_Centre]] | |
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| + | Where solutions are required bxp can address and solve all of the following [http://en.wikipedia.org/wiki/Call_centre]: | ||
| + | |||
| + | * Requiring the caller to repeat the same information multiple times | ||
| + | * Operators working from a script rather than knowing the products / services | ||
| + | * Incompetent or untrained operators incapable of processing customers' requests effectively | ||
| + | * Non-expert operators (call screening) | ||
| + | * Obsequious behaviour by operators (e.g., relentless use of "sir", "ma'am" and "I'd be more than happy to assist you") | ||
| + | * Excessive waiting times to be connected to an operator | ||
| + | * Complaints that departments of companies do not engage in communication with one another | ||
| + | |||
Revision as of 18:11, 1 January 2015
Contents
1 Introduction
1.1 Purpose
Operation of a contact centre is a vast and complicated challenge.
1.2 Background
[[Release_History]
2 Common Applications and Scenarios
Our scenario outlines so much of what can be addressed by bxp for contact centres Scenario_-_bxp_and_The_Evolution_of_a_Contact_Centre
Where solutions are required bxp can address and solve all of the following [1]:
- Requiring the caller to repeat the same information multiple times
- Operators working from a script rather than knowing the products / services
- Incompetent or untrained operators incapable of processing customers' requests effectively
- Non-expert operators (call screening)
- Obsequious behaviour by operators (e.g., relentless use of "sir", "ma'am" and "I'd be more than happy to assist you")
- Excessive waiting times to be connected to an operator
- Complaints that departments of companies do not engage in communication with one another
3 Frequently Asked Questions
- Q = Question
- A = Answer
- L = Relevant link (if applicable)
4 Modules Demonstrated
| Icon | Module Name | Brief Description | Module Detail | Related Articles |
|---|---|---|---|---|
|
Form Management | The building, editing and operational management of database forms for numerous modules | Module_-_Form_Management |
5 Further reading
- All Contact Centre Management Training Contact_Centre_Training
- Contact Centre articles [2]
