Weighing Web solutions
Some organizations can cut the number of agents needed
to service their current query volume; others can avoid future costs by
being able to do more work with the same amount of personnel. Tony O'Brien,
competency leader for the Contact Center Practice at Zamba Solutions said
most integration efforts pay for themselves in less than a year and larger
ones in three to four months.
Better customer service.
Customers can get information answered around-the-clock
through their preferred means of communication, or in many cases, they can
get their answers through self- service. Thanks to more accurate collection
of customer inquiry content, World Wide Web sites can, for example, offer
and routinely modify a "Top Ten Most Asked Questions List."
More accurate reporting.
When all mediums are integrated, contact center
officials can better aggregate and correlate incoming data, enabling them
to more accurately determine future staffing and training needs.
Traditional phone agents may balk at having to
answer inquiries by typing or surfing the Web. And then there's the issue
of bringing together your call center and Web departments. "They all have
their own budget and their own ideas, so bringing them together to work
together on a common solution is probably the biggest challenge agencies
face," said Henry Lai, director of the emerging technology center for the
telecommunications division of the General Services Administration's Federal
Agencies need to ensure that as they're opening these capabilities
to citizens, they don't inadvertently allow users to affect, alter or destroy
To guard against losing efficiency, contact center personnel
need to be trained to respond using multiple mediums.