Mastersoft Blog

Optimising Your Call Centre Teams with IT

For businesses in a number of industries, the call centre is the most critical customer-facing element. When fielding enquiries, reaching out with new marketing campaigns and gathering valuable customer data, there are few better ways for your workforce to directly engage with your audience. That said, even the most effective call centre teams can be hamstrung without the best possible technology helping them communicate. So how can your organisation use IT solutions to optimise every customer interaction and deliver an experience fit for modern consumers? When gathering customer data, call centres…

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Improving Service as a Customer Data-Driven Business

Every organisation in Australia and New Zealand deals with data in some capacity. What separates the leading businesses from the followers, however, is how they integrate that data into their operations and workflows. Effective data management can transform the performance of a company, offering insight into customer activities and desires, productivity and efficiency benefits, and improved reporting and strategising. So how can your business go from being a follower to a leader, unlocking the potential buried in your customer data? Getting the most from customer data starts with your company…

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Software for Building a Real-Time View of Customers

In the pursuit of optimal service, there are few assets your business has as valuable as your customer information. Leveraging that data efficiently is critical to most business interactions, so it must be made accessible to customer-facing members of your organisation through intuitive, user-friendly systems. Having data located in different internal systems can inhibit your ability to retrieve and utilise customer information. A traditional data search platform involves entering customer details into a screen, waiting to see what information is returned and then possibly repeating the process if that search doesn’t yield the…

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How Valuable is Customer Retention?

Customer Retention

Operating a business in the digital era is full of complex challenges. Relinquishing legacy processes to adopt innovative new solutions, transitioning to online and cloud-based applications, implementing mobile means of working for the next generation of employees – these are just a few of the difficulties faced by modern organisations. That said, few shifts have had the same impact as the control customers now have over their engagement with your organisation. Forrester notes that we are now living in the “age of the customer”, a time in history where “the…

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Understanding Information Governance

With the amount of data that modern businesses need to contend with, having strong measures in place to manage it quickly becomes a priority. Implementing an information governance solution is a smart strategic step to maintaining control over all of your valuable and sensitive data, from the moment it’s created right through to its eventual disposal. What is information governance? Nowadays, data forms the basis of everything that happens in your organisation, so it should be considered a business asset just like any other. Accordingly, as you employ people to…

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