Attached is the March 2003
edition of the Dial Interactive Newsletter.
Every month we will cover a topic that will help make a difference
within your call centers. This month’s
edition covers topics related to an upcoming call center conference and email
management. For a PDF version of this
newsletter, go to www.dialinteractive.com/newsletters/march2003.pdf Thank you.
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NEWSLETTER |
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March, 2003 |
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n Real Email Network Solution – Fact or Fiction |
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Coming Next Month |
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n The Secrets to a Successful Technology RFP |
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This event is one of the
best methods to remain current with the latest in call center practices and
technology.
To register for Call Center
Campus at a special 20% discount please register online at https://www.regonline.com/checkin.asp?EventId=7321 or call 1-877-874-9570 and use Code SPEC to receive the
discount.
In addition, AVAYA will be
hosting some of the attendees of the Call Center Campus to a special
demonstration of the latest in call center technology at the
Real
E-Mail Network Solution
Fact or Fiction
By Dan Cooper
How is your corporate e-mail being maintained? How well is your corporate e-mail answered? ... Probably not as well as you think! The FACT is that companies do
not respond to e-mail inquiries pertaining to service and sales support as well
as they respond to phone call inquiries.
We e-mailed over 10 online companies utilizing e-mail support meta tags
provided on their web sites just to see how well they handled their so called “electronic super-duper ask for support help
desk”. The best response time we
received was 2 hours! The FICTION is that some company’s think
this delay is acceptable!
Today you can have a well
oiled, “lean mean fighting machine” type of internal mail infrastructure
that will correctly manage your corporate e-mail server network. This solution is designed specifically for
your immediate deployment of sophisticated e-mail management services - without
incurring either additional technology personnel or large infrastructure
investments. A flawless electronic
network provides a complete e-mail management solution for your company
utilizing a complex Application Service Provider platform - including
intelligent message processing, sophisticated agent workflow, real-time agent
with system metrics and historical reporting applications. It inspects the end-user’s message then
routes the message into the proper message pool based on easily configured
business rules. This solution sends an
automatic acknowledgement directly back to the end user to confirm receipt of
the message. The message is now
available to be answered by a CSR at your contact center location. Bottom line - putting corporate e-mail where
it belongs the first time ready for the next available agent to handle the
request … well, now that’s fast!
Leveraging this type of technology in conjunction
with our dynamic services team here at Dial Interactive, we can and will
provide your company rapid implementation of seamless e-mail flow technology
with our unmatched “Peer Review” practices.
This kind of Super Technology Infrastructure Network delivers a complete
and customized e-mail management solution with minimal upfront investment.
For additional
information about an exciting e-mail network solution or other call center
consulting - contact Dial Interactive at the addresses shown below.
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March, 2003 Newsletter