Fitness First, is using contact centre technology from mplsystems to optimise the customer service experience it provides to members of the all the group’s UK health and fitness clubs.
Fitness First’s contact centre is an essential first point of contact for customers, and the company has implemented multi-channel contact centre and intelligent agent desktop technology from mplsystems to deliver a more integrated customer service experience for their customers.
Using the desktop solution from mplsystems allows them to aggregate relevant customer and transactional data from the company’s CRM and member databases to present agents with a single view of all customer activities across the business – regardless of the channel.
Paul White
Combining the agent desktop with multi-channel contact centre technology ensures that the Fitness First contact centre has access to all the information needed to complete customer interactions positively, leaving agents free to focus on customer conversations and resolving queries as quickly and effectively as possible.
According to Paul White, CEO of mplsystems: “thanks to our core contact centre and desktop technology we can provide Fitness First’s contact centre and customer service staff with the tools they need to deliver the highest quality service. Having a single view of the customer means that they can handle interactions more efficiently, while access to the right data ensures they don’t keep Fitness First customers waiting while agents search for client details.”
Author: Jo Robinson
Published On: 5th Dec 2012 - Last modified: 22nd Mar 2017
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