Customer Interaction Management tools help digital switchover company provide high quality customer service via phone, email and web self-service channels
Windsor, UK – 3rd September 2009 – As the digital TV switchover gathers pace, Digital UK has ramped up customer service levels to support households across the UK by empowering its support centre with advanced email, phone and knowledgebase contact centre tools from nGenera CIM. Using the customer interaction management (CIM) products, the Digital UK contact centre, which is run by outsourced customer management and CRM technology specialist MGt, is ensuring consistent information is provided across all communication channels, benefiting first call resolution and providing rapid responses to all incoming enquiries.
Digital UK is responsible for managing the switchover to digital TV until completion in 2012 and supporting the general public through the process. With the switchover having started in earnest in November 2008, Digital UK appointed contact centre and CRM technology provider MGt to manage all incoming enquiries from the public, recognising the value provided by MGt through the nGenera CIM suite, ensuring fast, accurate and high quality levels of service.
MGt’s contact centre agents are using the integrated nGenera suite to handle the 10,000 calls and hundreds of emails that Digital UK receives each month. nGen Email automatically directs incoming messages to appropriate agents, through intelligent routing, and pre-drafted ‘quick responses’ ensure consistent and accurate responses can be prepared and sent quickly and easily. Using nGen Phone, MGt’s agents can instantly see all previous contact with an incoming caller, across every communication channel, better informing their conversation to improve personalisation and first time resolution rates.
The nGenera Knowledgebase is being used by MGt to underpin the entire customer experience, ensuring consistent information and messaging is provided across email, phone and the Digital UK website. The knowledgebase captures and presents current and relevant information to MGt’s agents through a flexible portal, so any query can be answered quickly and with confidence. Digital UK has also integrated nGen Knowledgebase into its new website, providing online visitors with a self-service option that has helped to reduce the number of calls into the contact centre.
“The digital switchover impacts every household in the UK and it’s vital that we can support members of the public as this process gathers pace,” said Jane Ostler, Director of Help Scheme, Housing and Industry , Digital UK. “Through its use of the nGenera CIM suite, MGt is ensuring every person who contacts us has the best possible experience and queries are resolved quickly and effectively. In addition, through the use of nGen Knowledgebase, we have been able to empower our website visitors to find information for themselves, which will help manage call volumes as millions of households switch over to digital TV in the coming months.”
“The nGenera CIM suite plays a critical role in our ability to deliver cost-effective and efficient contact centre services to clients like Digital UK,” said Jamie Mackinlay, Commercial Director at MGt. ”The integrated tools unify messaging across every channel and enable us to provide the very highest levels of service. In addition, comprehensive reporting capabilities ensure we can identify the most common queries, to better inform articles for the knowledgebase, pre-written email responses and telephone scripts.”
Following the success of nGenera CIM, Digital UK has trialled nGen Chat on its website during the next roll-out phase in July, prior to the switchover in the Granada region. This interactive tool enables the general public to speak to an MGt agent through a live chat session on the Digital UK website.
“Digital UK is benefiting from a customer interaction management strategy that really puts the end user at the heart of the operation,” commented Matthew Haines, European Managing Director of nGenera CIM. “With a complicated message and technical information that needs to be communicated, it is vital that agents are armed with the best possible information. By using an integrated suite of tools, companies like Digital UK can deliver a unified, consistent experience across every customer touchpoint, to enhance satisfaction and improve efficiencies within their contact centres.“
