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Exony: Exony urges contact centre managers to take the power back;
Best practice guide launched to help managers to create agile,
customer-focussed contact centres
(M2 PressWIRE Via Thomson Dialog NewsEdge)
RDATE:24012008
Newbury -- Managers and supervisors in Virtual Contact Centres (VCCs)
need to "take the power back" to avoid the unnecessary delays and
obstacles often presented by in-house and third party technical staff,
Exony warned. The interaction intelligence software developer today
launched the latest in its Best Practice series aimed at helping VCC
managers and supervisors swiftly implement critical operational changes
and avoid over-reliance on technical resources. The company sees the
delays caused by the cultural gap between managers and technical staff
as adversely impacting responsiveness, customer service, agent
productivity and, ultimately, competitiveness.
The UK contact centre market saw sustained growth in 2007, including a
three per cent increase in the number of centres opening (source:
Market & Business Development, January 2008). As part of this growth
many organisations are adopting VCCs - bringing together resources from
multiple internal and external locations to create agile, responsive
solutions to customer interaction management. With expansion of the
contact centre and the rise of the VCC, Exony warns of the challenges
facing supervisors and managers, who are the individuals best placed to
appreciate the necessary call routing changes between numerous sites or
remote agents to ensure that contact centre resources are working at an
optimal level without long call queues.
However, onsite and external teams are often responsible for adapting
call routing, meaning that operational changes often involve lengthy
sign-off processes with the need for qualified technical staff to carry
out the work - potentially leading to long service delays, errors and a
lack of responsiveness.
With technology available now on the market to alleviate the problem,
Exony CEO Rex Dorricott believes that VCC managers and supervisors must
arm themselves with the tools to manage call routing in real-time
themselves.
"Today's VCCs are more complex than ever before and current archaic
processes prevalent in the industry can adversely affect responsiveness
and the ability to meet customer demands," he warned. "In such a
competitive market agility is key if resources are to be matched to
customer demands. Managers and supervisors can't take the risk of
relying on technical staff, they need to be in control themselves and
able to make changes in real-time as customer needs change."
Exony advises that the right technology solution will enable VCCs to
react immediately to current, planned or unforeseen events. Such a
system should:
- allow supervisors and managers to change the VCC's call routing
easily, in real-time, and without relying on in-house or third-party
resources
- provide parameterised script modification via an on-screen interface,
allowing managers to change call weighting and volume between in-house
and outsourced sites themselves
- deliver accurate data to enable managers to make informed decisions
and take appropriate action
- work with Intelligent Network (IN) and call routing platforms,
including Cisco ICM and IP contact centres
- permit routing changes within a secure framework, ensuring changes
affect appropriate parts of the organisation, and that only individuals
with the required authority can implement changes
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 virtualized 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
WWW: http://www.rainierpr.co.uk
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Copyright ? 2008 M2 Communications Ltd.
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