1.1. Collect, Record, Process and Present Customer Information

Understanding customers is the key to giving them good service. To give good customer care you must deliver what you promise. But great customer care involves getting to know your customers so well that you can anticipate their needs and exceed their expectations.

Therefore, you need to be able to accurately collect, record, process and present customer information in the contact centre.

All contact centres would use an information system to manage their interaction with customers.

Example:

The core of Syntellect Customer Interaction Management (CIM) contains an advanced management engine that enables you to fully control a universal queue of customer interactions of all types, including telephone and Interactive Voice Response (IVR), voice mail, email, web chat, web transactions, fax and agent tasks. 

This fully featured contact center solution integrates seamlessly into your business environment and connects existing Customer Relationship Management (CRM) solutions, and other back-office applications, with your contact center, giving you and your agents a complete view of customer interactions. The platform delivers true site-independent universal queuing of all communication types across multiple contact centers, routing them to the most appropriate resource that is available.

Equipped with access to customers through multiple channels, complete interaction histories, comprehensive customer account information and quality service data, your agents can respond promptly and facilitate seamless escalation between qualified channels if necessary. Agents are provided with a consolidated view of all customer interactions, giving them the knowledge and tools to effectively handle any customer inquiry.

Along with traditional multi-channel interactions, Syntellect CIM supports tasks – activities associated with, or independent of, standard interactions into or out of the contact center. Tasks can be generated by events within the platform or externally (e.g. CRM applications or workflow solutions) and placed in queue and prioritized along with other interactions, such as a call or voice mail. Tasks let the system accurately track the content and time of any agent activity, in a central location.