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Customer service organisations are striving to respond to the ever-changing landscape of customer expectations. Central to achieving that is a focus on designing and building the ideal contact centre strategy.In an increasingly complex and connected world the contact centre has become a powerful interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering.
What will your contact centre be like in the future?
CONTACT CENTRESnakesSnakes && LaddersLadders
Take on your contact centre's strategic journey, gaining COMPE I IVE ADVAN AGE guided by profitable, customer-centric business decisions, but RI KING ETBACK when you fail to meet your customer's needs through innovation and efficiency.
What business need is driving the requirement
to change your contact centre technology
Are there future business plans you need to take into
consideration? Competitive advantage
Growth plan
Employee wellbeing & mental health
Business continuity
Reduce costsImprove
first contact
resolution (FCR)
Deliver a more
customer-centric
personalised CX
Enable remote
workforce while
maintaining high
service levels
Who are your customers and
why do they contact you? Purchases
Service requestsDo you have Do you have
to flex agent to flex agent capacity?capacity?
24h support
Geo distribution
SeasonalityTime zones
Cloud
Hybrid
On Premise
How important
is flexibility and agility versus the
ability to customise and integrate?
What is your overall technology infrastructure
and how does your contact centre integrate with it?
Legacy systems
Business tools such as CRM systems,
HR systems, finance systems
Optimised recruitment,
on-boarding and
training of agents
Quality &
performance
monitoring
Employee
communication
& collaboration
environment
Employee
engagement
& motivation
Process
automation
Resource
planning
Knowledge
management
tools
What are your security and regulatory
requirements?
What are you looking for in the
supplier relationship?
Regulations such as MIFID II
and GDPRReliability Flexibility
ChoiceData
security
What volumes of interactions do you receive and on
what channels?
chatweb
social
What is the size of your contact centre...
... and will this change over time?
Ups
cale
Downscale
Agility
Flexibility
isWhat
Call us to avoid getting bitten...Call us to avoid getting bitten...
Tel: +44 (0) 20 3357 3040 Tel: +44 (0) 20 3357 3040
Contact us
Tel: +44 (0) 20 3357 3040 Email: [email protected]
enghouseinteractive.co.uk
voice
