CONTACT CENTER OPTIMIZATION
Consumer service expectations are rapidly changing. Organizations are rapidly looking to evolve their contact strategies to find better ways to connect and engage with their prospects and customers. DecisivEdge contact center consulting services are designed to help you deliver a superior and personalized customer experience while improving operational efficiency and effectiveness across all of your contact channels.
WE CAN HELP YOU …
- Assess the Maturity. Evaluate the organizational capabilities across all contact channels, identify gaps and opportunities, develop a remediation plan and roadmap.
- Develop Strategy. Define a Contact Center strategy that achieves business objectives AND delivers a competitive advantage.
- Optimize Contact Management. Develop and integrate multi-channel self-service capabilities.
- Maximize Contact Value. Develop omni-channel cross sell capabilities to maximize the value of every contact.
- Plan for Coverage. Develop staffing plans and agent incentive plans to achieve service and sales objectives.
- Leverage Technology. Select and implement Contact Center solutions that are right sized for your business.
- Provide the Right Tools. Develop agent desktop solutions that integrate data from multiple disparate platforms to present a unified customer view for service and sales.
- Empower Your Agents. Develop and execute contact center sales education for agents.