Technical support cuts queues PDF Print E-mail
Technical support cuts queues, conference highlights social CRM, and callers avoid automated speech systems.

Technical support cuts queues

Researchers in Kuwait have discovered that adding just one more representative to a telephone call centre for employee technical support was enough to cut queuing time and costs, states Science Centric.

Writing in the International Journal of Engineering Systems Modelling and Simulation, Fawaz Abdulmalek and Ali Allahverdi of the Department of Industrial and Management Systems Engineering, at Kuwait University, explain that one of the big problems facing many companies is the excessive waiting time to fix a personal computer or address software-related problems through the company`s internal IT support.

The team points out that currently an employee waits, on average, three and a half hours until a PC problem is resolved.

Conference highlights social CRM

The final day of the CRM Evolution conference held in New York last week provided nothing short of conversation as two separate — yet overlying — panel sessions broached the subject of social CRM, writes

Forrester analyst Dr Natalie Petouhoff seemed to sum it up fairly: "It`s a really confusing, growing landscape," she said. Social media`s impact on CRM may be a confusing topic, but it`s certainly one that gets people talking.

"One of the outliers is, `Is there an ROI?`" Petouhoff said. The researcher of social media customer service conveyed that she often hears from clients that if there`s not a business case, in this economic climate, they can`t approve anything. Petouhoff encouraged businesspeople to push the case for social CRM. "If you have one initiative in customer service, it should be social media," she said.

Callers avoid automated speech systems

Many consumers avoid using speech automated systems when calling customer call centres and prefer to use the Internet as their first port of call, reports Call Centre Helper.

In fact, one-third of consumers surveyed struggle to see any benefits to using an automated contact centre service, representing a rise on last year`s figures.

Most consumers also believe companies only use automated services in their contact centres to save money.

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