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24/06
2013
Contact centres improve your customer service
Posted by Caroline Moore on 24/06 at 10:23 AM Large enterprises, SMEs, On-premise telephone systems, Contact centre, Telephone systems,
SWComms Contact centres blog post image

Building mutually satisfying, long-term relationships with customers has never been more important, nor, arguably, more challenging for businesses in both the private and public sectors.

As the marketplace becomes more competitive and customers’ expectations rise, businesses must be able to provide outstanding customer service by responding to enquiries swiftly, accurately and appropriately.

Customers want to get hold of the right person first time, to be given the information they need quickly and accurately. This means allowing customers to interact with businesses in the way that suits them best, whether it is via the web, by telephone, fax, email, SMS or in person, as demonstrated by Farrow & Ball’s recent order for a multi-media contact centre.

This, in turn, means that front-line staff must have real-time access to a whole raft of information; not only about products and service specifications, but also about the customer’s previous contact with the business. This is where a contact centre application integrated with a business telephone system comes into its own.

Contact centres ensure the right information is always available to customers and front-line staff.

 
Posted by
Caroline Moore's avatar
Caroline Moore on 24/06/2013

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.


Contact: caroline.moore@swcomms.co.uk