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.

CASE SUMMARY 1

DecisivEdge principals designed sales and service desktop applications for a Fortune 100 bank that enabled 3,000 concurrent users in 14 U.S.-based call centers to generate upwards of $45 billion of balance transfer transaction volume per year. These applications also delivered efficiencies that consistently decreased unit cost by providing relevant, real-time decision-making information, resulting in a 4.7% increase in agent  productivity on a year-over-year basis.  The applications included real-time and batch integrations into multiple corporate systems.

CASE SUMMARY 2 

DecisivEdge led a call center efficiency design process for a Fortune 500 financial services company, aimed at reducing call volume by 30% while improving the customer experience. Analyzed call volume trends, call reasons and assessed agent desktop capabilities  and call routing.  Enhanced the company’s internal platforms (web and IVR) to deliver improved self-service capabilities to achieve the defined opportunities.

CASE SUMMARY 3

For a Fortune 500 financial services company, DecisivEdge provided thought leadership and insight on the redesign of a enterprise customer service IVR with the specific objective of improving BOTH the sales and service experience.

CASE SUMMARY 4

DecisivEdge assessed commercial technology solutions and developed a plan to enable a client to successfully migrate their telephony platform and CRM solution to the Cloud, delivering increased efficiency and functionality.

CASE SUMMARY 5

For a mid-Atlantic regional bank, DecisivEdge conducted a comprehensive contact center assessment and developed a roadmap to improve business process, organization structure and technology utilization to drive lower abandon rates and increase sales opportunities.