Contact centres
Are your contact centre staff getting the message?
As consumer expectations change, so is the business of contact centre management. Brand reputation is no longer just about the end product. It’s increasingly about the experience the customer has when they interact with the brand. So the core focus in contact centres has switched from resource management to achieving quality customer service.
It’s no secret that high quality customer service can only be provided by passionate and motivated staff. The question is how can you help your teams be passionate and motivated?
It takes more than product knowledge training. It’s about allowing teams to see the impact their efforts are having. It’s about empowering them to react and respond appropriately as the campaign progresses. And it’s about sharing with them the bigger picture of the campaign. So is your contact centre providing all this information to call handlers? Are the systems in place to do so?
Contact centre communications – the challenges
Communication isn’t easy in the busy, fast paced environment of a contact centre.
Call handlers are constantly under pressure answering calls, responding to customer needs and meeting targets. Not only that, they often work relatively short shifts, so are in the building for limited periods. These factors alone mean they frequently don’t have time to absorb the usual methods of communication, like email and newsletters. Which makes sharing information with them in an immediate and compelling way very challenging. How do you make sure that your call handlers have all the up to date information they want and need?
How Plasmanet can help
At Plasmanet we have proven experience of delivering communication enhancements specially designed for contact centres.
Using our unique and proven software you can improve your data gathering and interpretation capability. Plasmanet connects to your call switches and distributes the data to your call handlers. Unlike other digital signage systems, Plasmanet also interprets your data, providing ‘bite sized chunks’ of campaign information. That means your call handlers can always see how they are doing, keeping them interested and engaged.
Not only that, you can choose how your call handlers receive those messages. Which means you can send the right information to the right person in the right way, whether that’s to display screens, PCs, laptops or phones. You can see how else Plasmanet is used by our customers on our Applications page, or take a look at some of our case studies.
We help you to evolve your communications, not just replace them. All our software is designed to integrate seamlessly with your existing resources, including call switches and data management systems. And our suite of modular, scalable software applications can add useful innovations and enhance your current system to make it more effective and efficient.
To find out how Plasmanet can help improve your workplace communications click here to contact us, or call us now on 01732 779252. We’ll call you right back to talk through your requirements.
You can find out more about Plasmanet here, or use this link to view some of our case studies.