Delivering a consistent customer contact strategy

“We started working with Sabio because its consultants demonstrate a depth of knowledge in both systems design and implementation, and this has proved to be invaluable in the development of our customer interaction strategy."  General Manager, Customer Service for Europe, Elsevier

Increasingly, your customers expect a consistently high quality level of service across a myriad of contact channels. In order to meet these demands, customer service directors are creating complex and innovative customer contact strategies and the technical infrastructures to support them.

Over time, many contact centres have implemented a variety of point solutions to address these challenges, such as ACDs, diallers, workforce management, email management, fax/media servers and Internet suites. Integration of all these solutions becomes unmanageable for an organisation of any size. In order to simplify the customer contact environment and allow consistent control of customer interactions and management information, you can implement a Customer Interaction Management (CIM) solution.

What a CIM solution can do for you

Essentially, CIM solutions are a bridge between your existing contact centre infrastructure, your customers and your business. It assumes overall control of the flow of interactions within your organisation and will enforce your unified customer contact strategy. This ‘Universal Queue’, as it is known, allows you to direct all customer interactions using a common set of tools regardless of media channel. For example, a CIM-enabled business will not only screen-pop customer details from your CRM system in response to an inbound voice call, but also in response to an email, Internet chat session or request from a self-service transaction.

Being able to treat all customer interactions in a consistent, holistic manner allows you to implement a truly integrated customer contact strategy.

CIM solutions will also provide you with centralised management information reporting capabilities that allow you to obtain consistent real-time and historical feedback on the success of your customer contact strategy. The feedback brings the opportunity to manage and plan your workforce and your operations more effectively in order to maximise the performance of your contact centre.

How Sabio can help you

Sabio has a wealth of knowledge and experience to help you deliver a consistent customer contact strategy. As a contact centre services and solutions company, we aim to address these challenges through working with you to understand your business, identify the right solution for your contact centre and implement solutions that allow you to:

• Control customer interactions in a consolidated manner in order to allow direct mapping of a unified customer contact strategy into your contact centre environment.
• Integrate media channels and disparate business or CRM systems to provide a consistent customer experience regardless of their choice of contact medium that they use to communicate with you.
• Manage unified reporting information in order to identify your customers’ contact needs and to assess your business performance in meeting service levels across all contact channels.