SELF-DIAGNOSTIC

"have you asked these five key questions about your contact centre lately "

customer experience design
are the customer interaction processes used by your centre agents and in your IVR tailored to delivery by phone and consistent with your other customer contact channels?

resource management
how well does your staffing on the day match incoming call volumes and do you have trusted "levers to pull" to get back on track when service level dips?

processes and systems
are your agents well equipped with processes, knowledge and systems to deliver the right customer experience?

roles and readiness
are all of your contact centre staff clear about their role within a balanced business framework of KPI's?

quality & performance
do you have an integrated view of contact centre business performance in terms of productivity, customer experience quality and what drives the cost to serve?