Seminar: Ipsos’s Enterprise Feedback Management Platform
Contact Centres are one of the most important and heavily used customer touchpoints within many organisations. They do however, often have a negative reputation and are often thought to have some serious issues attached to them.
Contact Centres are one of the most important and heavily used customer touchpoints within many organisations. They do however, often have a negative reputation and are often thought to have some serious issues attached to them:
- Information gathered via the Contact Centres is not timely or actionable enough
- First Call Resolution is low – leading to repeat calls & additional costs
- Customer churn is too high and difficult to predict
Therefore measuring the level of service being delivered to your customers through this channel is key.
How to generate maximum value from Contact Centre programs?
Successful Contact Centre programs allow the experience to be measured immediately, with real-time data and specific alerting tools which enable operational teams to take action.
We had a Ipsos HK seminar on 21 Jan, to discover how ViewsCast – Ipsos’s Enterprise Feedback Management (EFM) platform, is used by so many organisations worldwide to generate maximum value from Contact Centres.
Our speaker Richard Korn – APAC Director for Viewscast, also included a live demo of the tool, as well as specific and comprehensive case studies in his presentation.
