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Ervin Kleitz is an online writer, and writes article concerning outsourcing and the global call center industry. He writes news, services, operations development, and outsourcing solutions for Mobile Express Contact Solutions (MECS). MECS is a [url=http://www.jessieshi.com/?p=1#comment-182506]LASIK - Laser Eye Surgery - written by Paul MacIver[/url] service-oriented call and contact solutions company that provides service that contours exact specification augmented by the skills of college-level workforce.
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Technology is a great enabler when used properly, and when used appropriately by virtual contact centers can really improve customer service. First you need a good definition [url=http://www.jeremyparendt.com/Barbour-Paris.php]barbour france paris[/url] about your strategy, How do you want to offer [url=http://www.femmesexenue.fr]louboutin[/url] your service? So many times we want the latest in technology and the supplier persuades us with technology excellence and ROI, but we don't know how to use it to give better service.
Technology is not the end all be all [url=http://www.lotogame.fr/hollisterfrance.php]hollister pas cher[/url] cure of customer service issues. While CRM or call management system applications are useful, they should never overshadow the use of intuition and intelligent thought. The tip here is to use computers as a tool to improve customer service, not become a computer. [url=http://www.fayatindia.com/giuseppe-zanotti.html]giuseppe zanotti[/url] Don't use technology to make [url=http://www.diecastlinks.co.uk]hollister outlet[/url] pretty stats! Use the tools the customers benefit from and use it because your job gets done right - and use the stats to tell you the truth and then work [url=http://www.mappingtheweb.com/2008/06/10/wordpress-cms/#comment-795077]Cash for gold and Canada - written by Christina Xio[/url] on [url=http://www.anepf.fr]doudoune moncler pas cher[/url] fixing the truth. Don't use technology to give pretty [url=http://www.tagverts.com/barbour.php]barbour deutschland[/url] stats to the manager, who hasn't a clue on how the customer feels when he looks at "fake" stats. Make sure that your technology is simple to use and reliable. The best integrated systems are no good if they don't work when the customer needs them or they are put off by navigating through the telephone menus and web [url=http://www.rtnagel.com/airjordan.php]jordan pas cher[/url] sites. Get your staff and their families to try it out and act [url=http://www.davidhabchy.com]barbour sale[/url] on what they tell you.
At the most basic level companies need either a CRM system or take advantage of a [url=http://www.thehygienerevolution.com/hollister.php]hollister france[/url] PIM. If you are not tracking your transactions, looking at some basic reports on buying patterns, and having the discipline to enter [url=http://umidama.com/epad/epad.cgi]abercrombie milano Columbus C[/url] your interactions into a system of some sort, you are letting invaluable data just walk out the door. The CRM is the foundation for any customer care building, the use of an integrated telephony and CRM system is critical to ensuring the service loop is always closed to the satisfaction of every caller. Building automated reporting, notifications and work flows to ensure each issue can meet Service Levels and the ball is never dropped. Automation wherever possible is key and then processes to back up the technology.
Get up to date; find out what the new technologies can deliver and spend the money to get up to speed. Before you reach that point, however, companies need to give customer care the priority it deserves in support [url=http://www.lotogame.fr/hollisterfrance.php]hollister france[/url] of growing sales, increased customer loyalty and retention. Executive attitude and attention to customer service is mandatory.
Make usability tests - focus groups with clients, a prerequisite when considering the use of new technologies for virtual contact centers. Most companies are [url=http://www.ttcarpets.co.uk]mulberry outlet[/url] good in leveraging technology to create new products for channels of interaction with clients, yet the creators are too often focused on meeting internal objectives - achieving cost savings for the organization; reducing handle times internally. Before implementation, ask clients for their feedback. Not only will this show the organization is listening to its clients, it can also lead to uncovering nuggets which the internal experts may have missed.
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Making Technology Work For YouArticle Summary: Technology enables virtual contact centers to really improve customer service. Technology is not the end all be all cure of [url=http://www.batfriendtrust.it]scarpe hogan[/url] customer service issues. While CRM or call management system applications are useful, they should never overshadow the use of intuition and intelligent thought. When used appropriately it can help contact centers achieve excellent service.
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