Optimizing Technology through Business Process Analysis
New technology will not accomplish the desired results if you
don’t have the appropriate processes in place!
Considering some of the latest technology to improve contact center efficiency and performance? Before investing in new technology products it would be wise to determine whether you are maximizing utilization of the tools you have in place. Technologies running your contact centers must help you achieve service related objectives. Most contact centers are already heavily invested in technology and staff.
poor workflow and procedures do not magically improve with some new Tech!
Processes integrate technology and resources
The binding threads often overlooked are “processes” that weave your
technology into the business services you are providing.
Do your procedures require certain behaviors from customers just to accommodate your
process, or technology limitations? Is your technology frustrating customers? Where should
you invest dollars and resources to improve the customer experience? Are customers
demanding more information and service options than your current capability can support?