Difference between revisions of "Bxp Monthly Newsletter Links"

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'''Pin-Point Precision'''
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'''bxp and Phone Systems'''
  
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We had an incident recently which reminded us to be careful to use the appropriate search method, depending on the field being searched.
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There are many benefits to this integration which is called CTI (Computer and Telephony Integration).
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The truth is that the most common type of database search is like or fuzzy searching, but this kind of exercise can cause a significant performance overhead, especially when your database is a large one.
 
  
  
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For example, your records include an id field with eight digits and you have a total of 1000 records. If you then enter six digits, such as 123456 as your search criteria, the server will hunt for every combination of that id, that is 123456XX, X123456X and XX123456. In other words you have three different combinations for each of your 1000 records, requiring a total of 3000 searches. Ok, 3000 is no big deal but the situation becomes much, much worse when you ramp up the numbers. Try the math when you enter five digits in a twelve digit field with a database containing 2.5 million records; now you have an issue.
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1. Reduces Costs - Call Handling Time (CHT) which is rolled up into Average Handling Time (AHT) is reduced as you don't need to recapture details.
  
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If decreasing Average Handling Time (AHT) is a concern, pop ups / automated look ups can drastically reduce the amount of time spent at the start of the call trying to identify the customers record. If an Interactive Voice Response (IVR) is used, a guaranteed record lookup for the right customer can be found instantly, which can reduce AHT by up to 60 seconds.
  
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So, whilst fuzzy search is useful when searching names for example, it is less helpful for numeric fields.
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2. Improves Service - By knowing who the caller is before answering the call you can tailor a more personalised service.
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In order to avoid this overhead, precision searching is of course the way to go where you enter a sequence that requires an exact match. Good software, such as bxp, will allow you to quickly configure your system such that the user is forced to enter the correct number of digits before it will allow you to continue.
 
  
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http://www.bxpsoftware.com/wixi/index.php?title=Precision_Searching
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Customer experience can be greatly enhanced. An agent can answer the call as "Good afternoon Mr Lacey. My name is Philip. How can I help you with your Product X account today?" as opposed to the usual "Good afternoon. My name is Philip. Can I get your customer number please?"
  
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3. Increases Sales - When used in an outbound capacity , telephone calls can be made automatically, this speeds up connection, data management and avoids mis-dialling.
  
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'''Every Little Helps'''
 
  
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We have added a new function to bxp that allows you to add big button links to the main page of your account. This is managed through the Control Bar module. (Main Menu > Control Bar > Personal Links > My Big Buttons >) Each button can be unique with a name, image and a URL link that takes you to any web page you like.  
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4. Improves Productivity - Through screen pops users can enter notes right away without losing time trying to find appropriate screens, campaigns or tabs to use.
  
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http://www.bxpsoftware.com/wixi/index.php?title=Control_Bar_Big_Buttons
 
  
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5. Improves Data Quality - As the solution can auto format and auto populate appropriate to the caller.
  
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'''Lets Play!'''
 
  
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Gamification is all about motivation; it can make even the most hum-drum activity fun and enjoyable.  
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6. Collaboration enhancement - If a call is transferred or conferenced in, all the caller’s information is shared with the next person.
  
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The new Gamification module in bxp allows you to create and administer your own incentive schemes which are proven to improve morale and productivity.
 
  
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http://www.bxpsoftware.com/wixi/index.php?title=Module_-_Gamification
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7. Reduces Training - The solution reduces the amount of training for agents.
  
  
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'''eLearning'''
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8. Enhanced reporting - It is possible to link call and customer data for enhanced Business Intelligence (BI) reporting.
  
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If you’re involved with eLearning you will recognise the challenge of making your content not only easy to read and understand, but also to be of real benefit to the people who are using it.  
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For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Scenario_-_bxp_Integration_with_a_Phone_System
  
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At bxp we have created a step-by-step guide on building the perfect eLearning solution and how to get the most out of it.
 
  
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http://www.bxpsoftware.com/wixi/index.php?title=Scenario_-_How_to_build_eLearning_content
 
  
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'''Best Next Action'''
  
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'''Did you Know'''
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BNA (Best Next Action) is an area of marketing that is making the most of Big Data. Large volumes of information facilitate the creation of models for what should happen next. bxp is uniquely positioned to help in this area to address the obvious and not so obvious challenges of this area.
  
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Have you ever been in an airport, train station or ferry terminal and been asked to provide feedback on your experience?
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bxp has performed elements of this activity in part and in whole already for a number of clients.
  
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Well that's exactly what we've done at bxp by introducing an interface (smiley) bar so you can tell what you think of bxp software and provide comments.
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So where to start?
  
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This will allow to help you and other users by but improving everyone's experience of bxp software.
 
  
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http://www.bxpsoftware.com/wixi/index.php?title=Did_You_Know
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Imagine a customer rings in to a sales person. What do they know about the customer? Nothing. A dialogue occurs and the sales person attempts to work out what is the best solution for them using a number of techniques. Good sales people usually have a patter which they can use for scenarios but these are built up over time.
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Image a customer rings in to a customer care agent. What do they know about the customer? They should know an awful lot, but trying to collate all that information between the customer phoning in and the person answering the phone is where technology comes in.
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 +
 
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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.
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For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Scenario_-_bxp_and_best_next_action
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'''Data Profiling'''
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Data Profiling is the reporting module for all forms in bxp.
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Within Data Profiling there are two different primary ways that the reports are generated: Instant or Customised.
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Instant reports are generic with fewer configuration options which allows reports to be generated quickly and with little or no configuration.
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When there are a lot of configuration options, you can save the settings and filters in a custom group. These groups are then applied to the instant reports and are called customised reports. These groups save a lot of time by remembering the settings and the group can then be reapplied to multiple report types.
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For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Data_Profiling_Overview
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'''Bonjour, Hallo, Hola!'''
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It is possible within a form to include language changing options. Once you have built the initial part of the form with all of your questions and outcomes, you then have the ability to add a Language bar which presents you with a list of buttons or images that with one click can translate the whole form into a different language.
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For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Forms_Language_Bar
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'''Gamification'''
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Gamification is all about engaging your employee's to be more productive but at the same time making it fun and enjoyable.
 +
 
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Please visit the following link 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
  
  

Revision as of 16:15, 9 September 2015

Thank you 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

There are many benefits to this integration which is called CTI (Computer and Telephony Integration).


1. Reduces Costs - Call Handling Time (CHT) which is rolled up into Average Handling Time (AHT) is reduced as you don't need to recapture details.

If decreasing Average Handling Time (AHT) is a concern, pop ups / automated look ups can drastically reduce the amount of time spent at the start of the call trying to identify the customers record. If an Interactive Voice Response (IVR) is used, a guaranteed record lookup for the right customer can be found instantly, which can reduce AHT by up to 60 seconds.

2. Improves Service - By knowing who the caller is before answering the call you can tailor a more personalised service.

Customer experience can be greatly enhanced. An agent can answer the call as "Good afternoon Mr Lacey. My name is Philip. How can I help you with your Product X account today?" as opposed to the usual "Good afternoon. My name is Philip. Can I get your customer number please?"

3. Increases Sales - When used in an outbound capacity , telephone calls can be made automatically, this speeds up connection, data management and avoids mis-dialling.


4. Improves Productivity - Through screen pops users can enter notes right away without losing time trying to find appropriate screens, campaigns or tabs to use.


5. Improves Data Quality - As the solution can auto format and auto populate appropriate to the caller.


6. Collaboration enhancement - If a call is transferred or conferenced in, all the caller’s information is shared with the next person.


7. Reduces Training - The solution reduces the amount of training for agents.


8. Enhanced reporting - It is possible to link call and customer data for enhanced Business Intelligence (BI) reporting.

For more information visit the following link: http://www.bxpsoftware.com/wixi/index.php?title=Scenario_-_bxp_Integration_with_a_Phone_System


Best Next Action

BNA (Best Next Action) is an area of marketing that is making the most of Big Data. Large volumes of information facilitate the creation of models for what should happen next. bxp is uniquely positioned to help in this area to address the obvious and not so obvious challenges of this area.

bxp has performed elements of this activity in part and in whole already for a number of clients.

So where to start?


Imagine a customer rings in to a sales person. What do they know about the customer? Nothing. A dialogue occurs and the sales person attempts to work out what is the best solution for them using a number of techniques. Good sales people usually have a patter which they can use for scenarios but these are built up over time.


Image a customer rings in to a customer care agent. What do they know about the customer? They should know an awful lot, but trying to collate all that information between the customer phoning in and the person answering the phone is where technology comes in.


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 reporting module for all forms in bxp.


Within Data Profiling there are two different primary ways that the reports are generated: Instant or Customised.


Instant reports are generic with fewer configuration options which allows reports to be generated quickly and with little or no configuration.


When there are a lot of configuration options, you can save the settings and filters in a custom group. These groups are then applied to the instant reports and are called customised reports. These groups save a lot of time by remembering the settings and the group can then be reapplied 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!

It is possible within a form to include language changing options. Once you have built the initial part of the form with all of your questions and outcomes, you then have the ability to add a Language bar which presents you with a list of buttons or images that with one click can translate the whole 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 your employee's to be more productive but at the same time making it fun and enjoyable.

Please visit the following link 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


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