Leicester, UK, February 2013-Magnetic North, in association with DMG Consulting, today released an industry-first white paper addressing the issues of maintaining multiple, blended simultaneous contact channels: phone, email, SMS, online chat and social media.
As customers become ever more sophisticated and demanding in their use of 21st century contact channels – the current crop of next generation, cloud-based solutions (including Magnetic North’s OnDemand suite) are geared to meet the demands of today’s socially-empowered generation.
This thought-provoking white paper introduces important concepts for campaign managers for working in this new framework – i.e. creating sophisticated campaign strategies that identify the right time, right message, right technique and the right agent to optimise each and every contact.
Essential reading for contact centre managers who have not evaluated their current blended contact centre system in the context of this new market, the new whitepaper can be downloaded here: http://www.magneticnorth.co.uk/predictivedialling/optimisingblendedcontacts.aspx
ABOUT MAGNETIC NORTH
Magnetic North (www.magneticnorth.com) was founded in 1998, and delivers next-generation productivity solutions for contact centres and other market-wide industries.We specialise in outbound dialling technologies, blended with inbound contact and innovative call recording. Our cloud-based dialling suite is the first proven, scalable hosted contact centre platform in the UK. It has a range of unique cloud advantages, including mobile screening (patent pending), local and mobile number presentation, and more.
We help businesses achieve desired levels of productivity from staff, positively impact profitability, and improve the customer interface and quality of service standards. We now have over 135,000 concurrent OnDemand users globally, and this number is ever-increasing. For more information about Magnetic North or any of our solutions, call us at +44(0)116 229 2727, or email contact@magneticnorth.com
ABOUT DMG CONSULTING
DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact centre managers, vendors and the financial community regarding the contact centre, analytics and back-office markets. Our mission is to help clients build world-class contact centre and back-office environments by leveraging technology, processes and people. We provide insight and guidance to assist management in optimising performance by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty, and increasing sales and profits. DMG devotes more than 10,000 hours annually to researching various segments of the contact centre, analytics and back-office markets, including vendors, technologies, best practices, solutions and their benefits and ROI. More information about DMG Consulting can be found at www.dmgconsult.com