ABSTRACT
The explosive growth of 'non-traditional' Internet media is driving change. According to analysts The Gartner Group, over 35 per cent of call centre access will come from web contact by the end of 2003. As customers choose to contact companies through email or the Internet, the contact centres need to have strategies to convert these contacts into sales or service. Workflow management new methods of contact fit well with the increasingly workflow-oriented approach that call centres are taking to customer communications. Using management software solutions, a contact centre supervisor can establish the routing criteria that suits the centre's exact business needs, bearing in mind the skills of available agents. The chapter presents some examples of how web calls and requests can be blended into a contact centre's communications, and the benefits that can be accrued by web-enabling the centre. The key to gaining maximum benefit from using web technology is to preserve existing investments, and extend them into new areas.
