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mplSystems' Winter Newsletter #2 out now 9th February 2010 Customer 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 >> Innovative Thinking at Performance in People 18th March 2009 mplSystems provides integrated solution to support mystery shopping. More >>
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Consultancy At mplSystems we can help our clients improve customer satisfaction by making better use of the technology at their disposal. We also improve productivity within the contact centre which helps reduce costs and drive revenue generation opportunities. To achieve this we use our unique intelligentContact Engineering" approach. Intelligent Contact Engineering intelligentContact Engineering incorporates all the activities necessary to develop and maintain an excellent customer experience. This requires an intelligent balance of several key factors:
Many of us have experienced bad service from a contact centre and this can usually be tracked down to a problem with one of the key factors above. It might also indicate a failing of a business process deeper within the organisation which, when coupled with the constant struggle between the need for high quality customer service and the need to reduce margins, means that the end user (your customer) usually suffers. intelligentContact Engineering offers an approach to improving customer satisfaction which includes managing costs in order to maintain a profitable business. mplSystems are results focused and believe that the task is not complete until intelligent contact has truly been achieved. mplSystems focuses both on intelligence and speed of delivery; we want to establish new, future-proof methods of communications for our clients which also consider their current or emerging requirements. intelligentContact Engineering makes extensive use of new technology purely to enhance the customer experience and not just for its own sake - whilst technology is driving change faster than ever it must serve a purpose in the solutions we create for our clients. mplSystems is the only UK company to design, develop, deliver, operate and sell our tried and tested intelligentContact™ solution, and with over 12 years experience our approach to delivering bespoke contact centre solutions is summarised here.
1. Customer Experience Design What is your ideal customer experience? Throw away traditional barriers, think outside the box and do more.
2. Lean Business Process Only do what is necessary to get the job done. Cut through red tape and co-innovate within your supply chain. Focus your business to deliver the ideal customer experience.
3. Link Customers to Services Ensure any customer can contact the correct service easily, be it human or automatic through the most available and easy to use media channel.
4. First Contact Resolution Ensure when the customer reaches the correct business service they receive answers with the minimum of fuss. Promote your knowledge, expertise, value and processes to the front end of you operations.
5. Agile Business Development Re-configure steps 1 to 4, quickly, on a regular basis with more intelligence and speed than the competition. Have a technology platform that enables this to happen without barriers.
6. Zero Queue Solutions Focus on call centre queues and remove them. Make use of dynamic resources, people on demand, automated service and proactive outbound multimedia.
7. Intelligent Contact Bring more intelligence into the way you approach each customer using a blended mix of technology, people and processes to achieve your vision. |
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