unison*touchpoint: Powering Contact Centres and Customer Service

Your contact centre is the face and voice of your organisation. Whether you have a centralised call centre, multi-channel contact centre, help desk or support roles distributed throughout your organisation, providing outstanding service is essential for maintaining customer satisfaction and encouraging loyalty. Strong customer relationships are built slowly through consistent customer service, but can be eroded rapidly as a result of even a single negative service experience.

Our clients are winners on many fronts; in their business areas, as well as for their innovative service provision. As a client base they are at the top of their game and are reaping the rewards of delivering great Customer Service and running efficient and accurate Contact Centres. Each has made best use of the flexible Unison solution set to implement only those features that they need - no feature blow out for these top people!

Whether they are a Contact Centre for a large government Ministry, or a small Customer Service department in a council the achievement of excellence is enabled through their Unison Solution.

Touchpoint is a standard package of ContactsManager, KnowledgeBase, TeamFlo, OneBook, MemoManager and MapIT Designer that can be adapted to meet your business. Using our experience of working in the Contact Centre and Customer Service arena for many years has enabled us to select those products that clients have identified as being fit for their purposes.

Outcomes

With Touchpoint our clients have achieved the following and much, much more:

• Minimises the risk of regulatory or procedural non-compliance through step-by-step guidance
• increases accuracy in information delivered through rapid access to approved content (the 'One Truth' approach)
• Reduces staff training time through straightforward user interface
• Increases clarity using role and group based workdesks concept
• Reduces the time to advise on complicated issues
• Increases visibility of customer interactions through the Contacts Manager aggregated history function
• Reduces operational costs through only escalating requests that cannot be dealt with at the front end

New Zealand Transport Agency
The Transport Registry Centre of the NZTA receives all public enquiries for Driver Licensing and Motor Vehicle Registration — 120,000 calls each month in fact. With a responsibility to assist safety and economic development, improve access and protect public health, it is critical NZTA delivers precise, consistent answers to enquiries across all channels. Using KnowledgeBase and our innovative Memo Manager, NZTA has streamlined processes supporting organisational knowledge and driven compliance across their large contact centre.

Manawatu After Hours Service Centre
The award winning Manawatu 24 hour service centre is responsible for the information and service requests of over 13 councils. Using KnowledgeBase, a vital component of this service, keeps costs down by providing rapid access to a broad range of information. Service Request and Contractor Despatch for all the councils is handled through the TeamFlo workflow product.

Ministry of Education Resourcing Contact Centre
The Resourcing Contact Centre at the Ministry of Education handles enquiries from teachers and schools about funding, expenses, relocation allowances and acts as one of the main customer conduits into the Ministry. Over the 5 years they have been using Touchpoint they have expanded from the 'OneTruth' use of the KnowledgeBase product into an Enterprise system that takes business processes from the point of enquiry right across the Ministry and and feeding back in a pro-active manner to the Ministry stakeholders. The Contact Centre team leader Warrick Craill has spoken at many international and New Zealand conferences about his innovative use of technology to improve business outcomes.

	LG Magazine August 2007 Councils Customers are they being served?
	LG Magazine July 2007 Contact Centres - Meeting the Council's customers

Your Business Needs		Why Choose Touchpoint
Managing enquiries across multiple channels		Regardless of the channel customers use when making enquiries, ContactsManager unifies enquiry histories providing a complete record of customer interaction
Providing consistent answers		Central to our contact centre solution is the award winning Hindin KnowledgeBase product delivering consistent information and customer interaction details
Providing accurate, up-to-date answers		KnowledgeBase content management handles revision and expiry notification as well as document approval and collaborative authoring via OneBook
Increasing productivity, reducing costs		Fast access to information, previous interaction history and effective problem diagnosis allow first tier staff to answer more calls, decreases abandonment rates and increases first call resolution
Integrating with legacy, phone and backend systems		Our locally-based product development experts have a successful integration track record, typically using web services. Zeacom telephony and data retrieval adapters are currently available
Ensure best-practice processes across channels and between service agents		TeamFlo allows you to streamline and automate your internal business processes using the Hindin flexible workflow technology
Avoiding duplicated effort or repetitive answers		Previewing customer interaction history saves service agent time otherwise spent collecting background details or providing redundant answers
Reduce employee turnover		Empower your employees with better service technology and you'll also improve job satisfaction

Click to view an example desk for a Contact Centre user.	Click to view an example desk for a business administrator.	Click to view an example desk for a Power User.