Business development · 4 August 2020

5 reasons to deploy integrated ticketing in contact centres

Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries.

Coronavirus has been a catalyst for change, not least in the contact centre world. Long-standing debates about rising customer expectations, the merits of flexible working and whether to stay on-premise or move to the cloud have come to a head. The pandemic has imposed digital communication between organisations and consumers something that many were unfamiliar with. As this digital passage progresses, online activity such as shopping has increased, and with it, an influx of customer service enquiries. As customer behaviour changes, contact centre change has been fast-tracked to deal with a surmountable surge in enquiries as the digital world soars.

Crucially, the pandemic has revealed how organisations that rely on legacy systems and resist transitioning to the cloud have struggled to adapt to increased customer demand and a new contact centre environment where the majority of agents work remotely.

Since Coronavirus hit, there has been a significant uplift in email traffic as a means for customers to communicate with an organisation, with contact centres having, in some cases, switched off voice and moved to other channels in order to manage huge spikes in demand. Email is also the basis for good ticketing systems, the new go-to solution for delivering a seamless customer experience (CX). The other significant benefit is that this technology enables home-working agents to interact professionally with customers as they juggle domestic chores, childcare and pets. After all, dogs cannot be heard barking on email.

As some sense of normality resumes, now is the time to take a closer look at email and ticketing, and what this may look like moving forward.

Reduce customer and agent frustration

When response times are longer than usual, a customer might send four emails relating to the same request in a bid to receive a quicker reply. As a result, contact centre inboxes can escalate from 1, 000 to 4, 000 emails in a very short space of time frustrating for agents and for customers alike. Integrated ticketing capabilities help contact centres handle large volumes of emails and tickets. They can track and consolidate multiple messages from the same person, or ticket number, enabling agents to deliver one consistent response to the customer, therefore relieving customer frustrations.

Efficiencies for faster service



Praseeda Nair is an impassioned advocate for women in leadership, and likes to profile business owners, advisors and experts in the field of entrepreneurship and management.

Work and Wellbeing