Getting the Most Out of Your Contact Centre
If you've invested significant time and capital in contact centre technologies, you know the pressure to increase ROI through the application of those technologies. By identifying ways to optimise your contact centre and better personalise customer interactions, you can maximise the return on your current investments, improve customer interactions, reduce expenses and grow revenue.
The primary emphasis of our Business Optimisation engagements is to analyse your call centre applications, technologies and processes and identify new ways to gain additional benefit from them.
Nuance Business Consulting delivers a wide range of customised Business Optimisation engagements. Typical deliverables include:
Technology and Infrastructure Evaluation and Recommendations
We analyse and assess your existing contact centre technologies and infrastructures and provide actionable recommendations for improving your current applications or rolling out new ones.
Self-service Application Assessment and Road maps
We ensure that you’re using an appropriate mix of self-service applications, including inbound, outbound and supporting technologies so that your customers have an intuitive and pleasing caller experience and greater control to data access.
We recommend and design end-to-end, customised desktop solutions that integrate with your CTI technology to deliver a better personalised customer experience, improve agent productivity and reduce contact centre costs.
Routing and Segmentation Strategy Assessment and Recommendations
We create an intelligent routing strategy that is aligned with caller segmentation and your agent skill set models to better promote personalised interactions across all customer touch points.
Launch Support Services
We deliver a comprehensive launch plan for the introduction of new self-service initiatives and technologies to your internal and external audiences with a focus on driving maximum acceptance, usage and caller satisfaction.
Performance Metrics and Reporting Strategies
We define and create a comprehensive metrics and reporting strategy based on industry standards and your unique business goals, including identification and recommendations of KPIs, reports, dashboards and analytical tools to drive continuous improvements.