Tripudio Contribute to Contact Centre Strategy Article on My Customer

Tripudio were recently approached by Neil Davey, Editor of MyCustomer.com to contribute to an online article entitled “How to create a strategy for the complete contact centre”, which would be one of a series of articles that will form a complete online eBook on the contact centre sector.

Published by Sift Media, MyCustomer.com brings together an online community of customer-focused professionals from a range of industry sectors to share news and advice on their specialist fields including customer service & experience, sales, customer relationship management and social CRM.

What does the article focus on?

The primary questions asked by Neil Davey were:

1. How are contact centre strategies evolving – how does the modern contact centre strategy differ from that of 15 years ago?
2. Why should businesses develop a contact centre strategy, replete with definitions, goals and measures, rather than rely on a more tactical approach?
3. Where does one begin when starting out down the path to developing a contact centre strategy? What is the groundwork that needs to be done?
4. What should a contact strategy contain? What are the main components of an actionable strategy? What are the broad steps/stages that must be covered and planned out?
5. What IT considerations should be kept in mind to support the strategy? What technology choices are the main considerations at present?
6. Any final pieces of advice?

Tripudio’s Commercial Director, Jonathan Collard adds his voice to the article with over 24 years’ experience in IT & Telecoms, specialising in creating solutions that simplify the hassles of cross border consumer support, whilst improving customer service.

The article was published on Monday 23rd September and can be viewed on MyCustomer.com.

We caught up with My Customers’ Editor, Neil Davey and Commercial Manager, Stuart Pringle at this year’s Call Centre and Customer Management Expo at London Olympia. All parties were extremely enthusiastic with the finished article and we look forward to collaborating with MyCustomer.com and other Sift Media publications in the very near future.

By David Bell