When you are facing customer experience, operational, staffing, or branding challenges while feeling cost pressures – a contact center assessment can enable you to make informed, strategic decisions.
We begin all assessments by gaining a detailed understanding of your current and desired future state operations, workforce, CX, technology and business objectives. We meet with business operations, marketing, sales and IT stakeholders, front and backend customer experience agents and technical staff to gain a deep understanding of what is working and where your pain points are throughout the customer lifecycle.
We then identify gaps in your CX solution based on a qualitative analysis of everyone who touches your CX process, married with quantitative data from technology reporting and competitive industry benchmarks.
With this insight, we recommend specific steps for executing your strategic vision. This may include changing the organizational structure (who reports to whom), customer segmentation, business process changes, technology investments or brand realignment. Each recommendation includes a business case: a cost-benefit analysis yielding an ROI and TCO model.
These actionable solutions serve as the foundation for your strategic roadmap and can be integrated into existing strategic plans or serve as the basis for transforming your future CX efforts.
Delivering a great customer experience within operational budgets requires that your workforce be managed efficiently and effectively. As organizations grow and customers interact in different ways across multiple channels, the challenge of managing your workforce increases as well.
By performing a Workforce Optimization (WFO) assessment, we can compare your workforce management processes to industry best practices and make strategic recommendations for process improvement and tools that will enable operations to run efficiently.
These processes and tools may include changes to capacity planning, forecasting, staffing and Quality Management – all with the goal of getting the most out of your current personnel, so you can elevate your CX.
READ OUR GUIDE FOR CUSTOMER STORIES ON HOW WFO BRINGS EFFICIENCY TO HEALTHCARE ORGANIZATIONS
Business Process Optimization enables you to improve your organization with respect to the efficiency, speed and quality with which you perform in the market place.
We begin by assessing how your organization performs specific business processes. We look at processing time, number of steps, the resources performing the tasks and the quality of the outcome. We then compare this to leading practices in the industry with the aim of making processes lean and efficient while incorporating elements of Total Quality Management.
Following this, we can make specific recommendations to improve the processes through the elimination of steps, better leveraging current resources, or the acquisition of new technology, while also considering the anticipated costs and benefits of the change.
When roadmapping the future state of your customer experience, it’s important that you determine which CX initiatives to enact first in light of your current and future bottom line.
We can provide a cost-benefit analysis of specific initiatives that is based on sophisticated financial models. This analysis provides Return on Investment (ROI) predictions and Total Cost of Ownership (TCO) estimates that identify potential benefits (conservative, likely, and optimistic) for each initiative and compare them to your internal and third party personnel and technology investments.
Benchmarking provides a comprehensive view of how your organization performs relative to others in your industry. This perspective is achieved by compiling performance data, financial results and other metrics from your organization, leadership and competitors.
This enables you to assess how you are doing relative to others in the industry by comparing your results with benchmark data and leading practices among peers and competitors. These insights enable you to identify areas of strength within your organization, so you can take steps to maintain your advantages, as well as spot areas of opportunity.
A state-of-the-art Quality Management strategy enables customer service teams to efficiently monitor interactions across all channels throughout your organization, thereby gaining a complete understanding of the voice of the customer.
It’s important to compare your Quality Management process to industry best practices, so if it makes sense for your organization – you can evolve from traditional quality monitoring and random call sampling toward insightful strategies that evaluate large numbers of interactions efficiently.
Customer expectations for service are increasing. Customers want their problems solved quickly and desire a personal interaction with a skilled agent.
While many agents in most organizations can deliver on that promise, it takes significant training for them to do so. The challenge is to train all agents to that expert level and keep them trained in the face of a dynamic business environment.
We can help. A training assessment and recommendation gives you a view into the current training tools and processes that are right for your organization. All recommended changes will improve the overall quality of training, reduce training timelines and align your organization with industry best practices.
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