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Campaign Management & Process Control

by OPEX Marketing, July 15th 2010

Hosted tools like Campaign Management & Process Control on the
desktop are a source of much interest in the contact centre world right
now for both inbound and outbound operations and here’s why...

Contact Centres today need to have fluid processes in place to ensure they
constantly provide the right performance levels, as failure to do so can
quickly see costs rise and profits drop. Having the right process in place
and keeping it current is key to good performance and in many instances
this control is lacking.

The OPEX Liquid Suite delivers both campaign management and process
control but most importantly it provides a fluid development environment
that enables the quick and easy build of Customer Interaction screens and
workflows. This flexibility enables the contact centre to quickly understand
and deploy the best processes to meet its business needs and can be
regularly fine-tuned for maximum benefit.

The Liquid suite also works well in the branch office environment where
the goal of many large organisations is to create a virtual call centre by
tapping into the unproductive time of branch staff across multiple offices.
This is a highly profitable model but requires a hosted model like the Liquid
Suite to develop, control and manage the process as a single entity.

Clearly all businesses are different, but the common gains in deploying
the Liquid Suite can see a significant reduction in ‘average handling time’
or ‘first/single call resolution’ where access to relevant customer data or
the transfer of knowledge between both parties is a necessity. Another
significant benefit is the reduction in training time required for new staff
because there is controlled adherence to the best processes.

For more information on Liquid Contact Suite please call 020 8326 8326 or email