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

Integrating bxp with your phone system (Computer and Telephony Integration or CTI) drives a number of benefits

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

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 Service Knowing 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

Good afternoon Mr Lacey. My name is Philip. How can I help you with your Product X account today?

as opposed to the far less personal

Good afternoon. My name is Philip. Can I get your customer number please?

3. Increases Sales Outbound calls can be made automatically which speeds up connection, data management and avoids mis-dialling which, in turn, saves time and therefore money

4. Improves Productivity Through screen pops, users can enter notes directly without wasting time looking for appropriate screens or tabs.

5. Improves Data Quality bxp 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.

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

7. Reduces Training bxp 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.

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

Best Next Action

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.

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

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