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Self Service – the Alternative to Offshore?
Contact Centres have revolutionised the way the world does business. Companies have been able to generate substantial economies by creating a single point of interaction with their customers. Moving these operations offshore where labour is cheaper was expected to enable further significant savings. But a growing number of pioneers have found offshoring carries unacceptable downsides.
And in fact many high street brands are now repatriating their Contact Centre operations as they seek to re-connect with local knowledge, undo the damage to relationships and stem the flow of customers to rivals. But still the pressure to reduce costs continues.
Self Service technology has moved on apace in the past three years and has opened up a raft of automated services that can increase customer satisfaction and reduce operational costs. Used in the right way it can generate substantial savings while helping to build ever stronger brand trust and loyalty.
JAM IP’s whitepaper explains self service technologies and provides practical advice and a case study detailing how these technologies can be used to dramatically transform business performance.
Click here to download the Whitepaper
Towards proactive service – the Changing Nature of Outbound Communication
In 2007, JAM IP commissioned ContactBabel to investigate how contact centres could be improving their outbound contact, with particular reference to the effect of mobile telephony and SMS on outbound strategy.
This whitepaper provides evidence of the growing cost of outbound telephony, as much as 22% year on year, as consumers provide their mobile number as their main point of contact. The paper also explores the growing acceptance of SMS as a business-to-consumer communication method, and explores how SMS can best be used to improve an organisation’s outbound strategy.
Click here to download the Whitepaper
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