The ability to communicate through e-mail is quickly becoming the preferred way of communication with customers due to increasing voice hold times. Automating the e-mail customer response is a low "cost" alternative for providing live agent responses, and with the advancements in intelligent and content search engines, the right response can be sent directly to the customer. Call centers and businesses can now implement solutions providing the following capabilities and benefits: * Process Service Requests from customers, searching the support knowledage base and providing the appropriate and accurate documentation to solve the customer's request * Automatically respond to and support incoming web, e-mail newsletter, out-bound marketing programs, and general information requests * Store and route incoming e-mails to appropriate internal systems, enterprise and department e-mail servers, and/or route to individual agents or skill groups * Lower call center operational costs by leveraging the intelligence of the corporate knowledge base to select the appropriate documentation without having agent's and support personnel to search and train on all support information
The Taylor Reach Group is a call center and contact center consultant company specializing in customer experience consulting, call and contact center consulting, management, performance, technologies, site selection, tools and assessments. The Taylor Reach Group consultants, each with more... Read More
Servion enables business transformation for enterprises in the area of customer experience management (CEM). Servion is platforms led solution provider who is focused on enhancing the customer experience by automating & integrating customer interaction channels. Servion’s IP platforms... Read More
ICMI Inc. is a global leader in call center consulting, training, publications and networking. ICMI's mission is to help call centers (contact centers, help desks, customer care, support centers) achieve operational excellence and superior business results.