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Exony: Exony launches best practice series to end retail customer
service woes; Customer service satisfaction levels lagging at just 73
per cent, say researchers
(M2 PressWIRE Via Thomson Dialog NewsEdge)
RDATE:16072007
Newbury: With UK retail customer service satisfaction levels
disappointingly low, help is at hand for contact centre managers with
the launch of a new series of downloadable best practice guides. A huge
opportunity to gain a competitive advantage will come to those firms
who address flagging consumer confidence, according to Exony, the
leading provider of interaction management software for virtual contact
centre (VCC) operations and author of the guides, the first of which
covers combining real-time and historical reporting. This is
particularly key to retailers, given the seasonal peaks of their
operations.
Research by the Institute of Customer Service (ICS) recently found
that, across the board, UK customer satisfaction levels were running at
just 66 per cent, leaving much ground for improvement. Retail firms had
a customer service rating of 73 per cent which, while better than many
other sectors, still leaves much room for improvement, Exony argues.
Customer service is a key differentiator for retailers. Consumers have
a great deal of choice and the contact centre is on the front line of
that battle," said Ian Ashby, CEO of Exony. "We have experience of
working with some of the world's largest and most complex contact
centres coupled with some of the most demanding customer-centric
organisations.
Flexible reporting is at the heart of great customer service - managers
need to be able to examine and compare past events, such as
pre-Christmas peaks in order to plan ongoing stock levels and resources
with confidence."
Each issue of the Best Practice Series is based on Exony's experience
of working with some of the world's largest and most complex contact
centres, and highlights a key challenge facing contact centres today.
The papers have been developed in response to frequent requests from
Exony's customers and partners for 'best practice' examples covering a
wide variety of issues.
Before managers can implement future improvements, they must understand
past events, so issue one of the Best Practice Series introduces the
topic of 'One Clear View'. It demonstrates how to achieve access to
relevant, meaningful and accurate reporting through a strategy that:
- Provides a single, accurate view of business operations by combining
real-time, intraday (same day) and historical reporting in one
integrated system
- Enables accurate comparisons with past events to provide a meaningful
and consistent context for informed decision making
- Is flexible and user-friendly, allowing managers to combine data in
the format of their choice, such as graphs and tables
- Allows users to improve current performance, plan future
enhancements, and forecast demand with absolute confidence
The Exony Best Practice Series, issued monthly, can be downloaded from
www.exony.com
About Exony
Exony is the leading provider of interaction management software for
virtualised customer contact operations. Exony Virtualized Interaction
ManagerTM (VIM) enables operators of virtual contact centres to measure
customer interaction experience, efficiency and effectiveness and
manage available resources through making immediate tactical or planned
strategic changes.
Built on Exony's experience and understanding of virtualised customer
interaction, VIM incorporates four modules - Reporting and Analytics,
Resource Management, Connect and Service Management, all within the
proven Exony Virtualization Framework for security, partitioning and
user interaction.
Exony Virtualized Interaction Manager empowers virtualised customer
contact operations for organisations across Europe and North America
including Affiniti, Alliance & Leicester, BT, Cable & Wireless, France
Telecom, HBOS, HSBC, La Poste, Microsoft, National Australia Group,
Nectar, Transport for London, UK Home Office, Verizon, Virgin Trains,
Virgin Media and Vodafone.
CONTACT: Sam Grace/Chris Lee, Rainier PR
Tel: +44 (0)20 7494 6570
e-mail: exony@rainierpr.co.uk
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Copyright 2007 M2 Communications Ltd.
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