Mit dem Ziel, Kosten zu reduzieren und den Betrieb zu optimieren - konsolidieren immer mehr Firmen - unabhängig von der Größe - ihre IT Services durch einen besseren und schnelleren Service. Durch die Bereitstellung einer Vielzahl von Interaktions-Kanälen, sind Help-Desk-Organisationen in der Lage, sich besser auf die Kunden-Bedürfnisse einzustellen und durch die Nutzung eines zentralen Kunden-Repository einen gesamtheitlichen Kunden-View zur Verfügung zu stellen. Diese Art von Organisationen hat ebenfalls verschiedene Levels, um verschiedene Fragetypen zu beantworten, das erfordert ein Workflow System, das flexibel genug ist, um die verschiedenen Prozesse umzusetzen. Das Sammeln von Daten über IT User ermöglicht es den Organisationen den Markterfordernissen zu folgen. |
Related Case Studies
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Proximedia, an outsourcer in northern Quebec, Canada, has been providing their clients across Canada with bilingual quality customer interaction solutions for over 7 years. With a focus on 'Customer Satisfaction", Proximedia has quickly earned a solid reputation in the industry by offering a wide range of services related to telemarketing and customer service, winning awards such as "Outsourcing Call Centre of the Year" AMDRC and "Quality of Service" Rouyn-Noranda Chamber of Commerce & Industry. Proximedia has developed an expertise in Telecommunications, Financial Services and Fund-raising. |
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SITEL is a leading global provider of outsourced customer support services which empowers companies to grow by optimizing contact center performance and unlocking customer potential. |
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Transcom WorldWide is Europe's largest Customer Relationship Management (CRM) solution and outsourced contact centre provider, with 41 service centres employing more than 12,000 people delivering services in 23 countries. With Altitude Software, Transcom offers a complete CRM solution in all its locations, with agent, IVR applications, predictive and power dialling solutions, call recording and workflow management solutions. |
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