- Service: Customer Experience
Keeping pace with evolving expectationsIn the age of the customer, empowered buyers in all sectors demand immediate response to their needs, instantaneous access to accurate data and personalized offers, the ability to do business “my way” through preferred channels, and authentic interactions.
Contact center operations play a key role in meeting evolving expectations – but often, there are pitfalls:
- Unacceptable wait times
- Slow response from channels beyond voice
- Inability to access desired information
- Limited self-service functions
- Inconsistent experiences among channels
- Impersonal, over-scripted agents who are not empowered to address important issues
Your contact center is central to your customer experience. When was the last time you assessed its effectiveness?
Our 30-Day Benchmark Framework
We have partnered with many contact centers to deliver a better customer experience by simplifying, modernizing, and improving the quality of their services.
We bring a team with the right blend of people – customer experience and contact center professionals as well as industry experts – to help you understand and capitalize on opportunities in a changing marketplace.
We use our Gartner and Forrester supported Customer Experience Maturity Model assessment to set the stage of change. Through observations, agent shadowing, data review, and interviews, we gather information to benchmark your contact center against KPIs for six core capabilities – strategy, people, processes, customer-centric organization, technology, and performance management and reporting – and more than 50 sub-capabilities.
Valuable insights and a plan of action
Based on our assessment, we will create a maturity model showing your baseline performance against these benchmarks. From there, we will present you with an actionable roadmap of initiatives to bring measurable improvements to optimize your contact center strategy.
Better service at a lower cost
Winning companies approach their contact center with customer expectations in mind, and when they do, operational efficiency follows. In other words, they do the right things to increase engagement, decrease churn, and boost revenue opportunity – while at the same time maximizing employee productivity and reducing operating costs. We can help you build that winning formula for a high-performance contact center.