Optimizing Technology through Business Process Analysis
New technology will not accomplish the desired results if you
don’t have the appropriate processes in place!
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?
The processes define success or failure…
Is your current technology adequately utilized?
Technology must support your tactical service objectives. Is your contact center utilizing the full capability of the technology that exists? Our optimization efforts focus on the business processes that integrate the investments you already have in staff and technology. Are both sides of this equation working in concert to provide the customer experience today’s consumers expect?
Contact Center 411 can analyze current operations and provide assurances that you are maximizing customer experience with the technology in place today. Additionally, we can partner with your team in developing requirements, product selection and implementation of new technologies.
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