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Aviva Ireland Life Cover campaigns 23rd March 2010 mplSystems implements order to claims management facility for Aviva Ireland. More >> mplSystems' Winter Newsletter #2 out now 9th February 2010 Case studies, new products, partner news and More >> Studio Moderna Contract Win 9th December 2009 Significant contract win for a strategic 5 year solution with Studio Moderna's European operations. More >> Announcing iPhoenix 20th September 2009 mplSystems announces collaboration with Anodas Software (Zylog) at Call Centre Expo 2009. More >> iMobile - the intelligent way to stay connected 20th April 2009 mplSystems provides mobile data solution as an integrated part of its intelligentContact™ portfolio. More >>
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Contact Babel Operational Review November 2007 mplSystems, the technology division of Message Pad, has recently sponsored a key chapter of ContactBabel’s “UK Contact Centre Operational Review” – Contact Centre Strategy. The company has been keen to sponsor this report as its findings reinforce its own philosophy that contact centre technology should be, above all else, flexible and intuitive to make the agent’s job easier and more interesting thus reducing the high attrition rates that many centres suffer. This unique study of over 200 contact centres in the UK specifically looks at the issues causing most concern to contact centre managers. The findings are not altogether surprising, with HR and staff attrition rates coming at the top of the list of concerns. However, when asked about the most important areas of expenditure for the next 2 years, the overwhelming response was that technology would come first. With customer satisfaction measurement appearing at the top of the list of most important industry trends – closely followed by process optimisation/workflow - the use of technology which empowers the agent to give the customer their full attention at first point of contact becomes critical. mplSystems has developed its own contact centre and CRM technology - intelligentContact™ - with these requirements in mind. A powerful single unified desktop application, campaign management and reporting tools combine to offer the best opportunity for the contact centre to give excellent customer service, maintain an experienced and enthusiastic team of agents and measure the results from every angle of every contact. The report’s author, Steve Morrell, commented: “The creation of a unified desktop and an effective knowledge base to support agents when on calls can alleviate many of the problems that contact centres are facing. High staff attrition levels mean that navigating complex systems takes longer, as agents are less experienced. Supporting agents by giving them the information they need, when they need it, enables a higher level of customer service, and also improves profitability and boosts agent morale.” More details about the Review, including a free Executive Summary are available from www.contactbabel.com/ukor.htm. For more information about mplSystems, visit www.mplsystems.co.uk.
Press contact: Amanda Byart |
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