ENTERPRISE CHANNELS

We also provide delivery channel and business-technology integration expertise to get the best from your company's multi-channel customer interactions

Customer Interaction Strategy Development, Planning and Implementation
- defining your customer interaction channel strategy based on the needs of your business and the expectations of your customers. Once defined, we can assist you with managing the change to realise the end your end-game vision

Enterprise-wide business process review and design
-meeting your customers’ expectations of consistency and mobility across all of your service and sales delivery channels – face-to-face, phone, email, web, text

Delivery channel “business fit” and capacity management
-ensuring clarity about the role of your delivery channels and having some good capacity management processes around business decisions on the scheduling of direct mail/advertising media messages encouraging your customers to call or contact you

Multi-channel “end to end” customer experience design
-defining what happens from when customers dial your 0800 number, contact you by email or walk in, through to when your service promises are delivered – this also includes the adoption of a prudent approach to risk management and the provision of ready on-line reference material to your service agents

Contact Centre Business Continuity Planning
-taking a “Simple and sufficient” business-led approach to maintaining and restoring service to your customers when the unexpected happens

Interactive self service by phone - IVR menu design, prompt recording direction & implementation
-making self-service by phone a customer success story – eliminating the “robot” experience from your IVR