Self-service drives success of call centres

Over the years, the traditional telephone-based call centre has morphed into the multichannel contact centre, offering customers the ability to contact the centre via phone, e-mail, Internet, SMS, chat, fax and more, states TMCnet.

According to Dimension Data, an IT solutions and services provider, the global contact centre industry has seen an increase in the use of interactive voice response (IVR) self-service channels, with 60% of the world's contact centres using the channel.

SMS/text messaging has also experienced an increase in use by 8% up from last year's level of 32%.

Bill Lynch, vice-president of strategic development for Source Technologies, has been appointed to one of three vice-president positions with the Self-Service and Kiosk Association, ATM marketplace.com.

The SSKA is a professional membership association that serves the needs and promotes the interests of companies engaged in the self-service industry.

In 2007, Lynch was elected to the association's advisory board. In 2008, he joined the association's executive committee. Now, as a vice-president, he will represent vendors involved with the association. 

Regulatory DataCorp (RDC), a recognised provider of risk-relevant data focused on regulatory compliance related to anti-money laundering and customer monitoring in the financial services industry, is releasing the first in a series of innovative Web self-service (WSS) features for its clients, according to PR Web.

The WSS features offer maximum flexibility so that clients can access and manage compliance due diligence efforts for on-boarding and ongoing monitoring of their customers.

Clients can submit, track and search the status of inquiries, as well as view and download reports through RDC's Web-based interface.