Business Process Optimization
A business process is a collection of related, structured activities or tasks that produce a specific service, product (serve a particular goal) or result for a particular customer(s).
Successful contact centers depend on clear and effective processes to deliver customer experience (CX) that enhances market position and retains and grows their customer base. Contact Centers should regularly evaluate the relevance of existing business processes and adapt to changes in the customer landscape. If your contact center representatives are to be truly empowered to deliver the exceptional service that customers expect, the processes that support your front-line service delivery must be clear and effective. Missing steps or general ambiguity in interpretation causes uncertainty and inconsistent CX.
Technology will continue to play a growing role in service delivery within contact centers; Artificial Intelligence (AI) and Robotic Process Automation (RPA) are prime examples. However, technology alone cannot replace the customer-driven and financially sound processes that determine how services are provided to your customers. Business Process Optimization is a proactive initiative focusing on how investments in technology and staff are integrated to achieve consistently delivered superior Customer Experience.
Today’s Omni-channel contact centers require even greater diligence to ensure appropriate processes are defined, tested, positively interpreted by customers and accurately executed by your customer facing representatives. Redundant, disjointed and/or complex processes can quickly turn a profitable customer into a defector and a potential customer into a competitive loss.
Some relevant examples of vague or broken contact center processes that can devastate your business
include but, certainly are not limited to:
Contact Center 411 consultants are skilled and experienced in analyzing the effectiveness of your existing customer service and sales processes and practiced in the art and science of optimizing them.