Bxp Monthly Newsletter Links

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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