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Strategic Planning

Align Your Contact Centre and Business Goals to Drive the Bottom Line

The Know-how and Strategies To Help You Succeed

There is a growing awareness that contact centres are not only a great, untapped source of revenue enhancement and cost containment, but also a pivotal way to drive customer loyalty and retention. With this increased focus on how contact centres affect the bottom line, it’s imperative that contact centre and business goals are well aligned. If you’re planning to invest significant resources to improve your interactions with customers you need an actionable strategy that encompasses capital constraints, customer value, legacy technology investments and plans for growth.

The primary emphasis of our Strategic Planning engagements is the development of contact centre strategies that help you align key business goals to contact centre initiatives and investments. Nuance Business Consulting delivers a wide range of customized Strategic Planning engagements. Typical deliverables include:

  • Cross-channel Experience Assessment and Roadmaps
    We analyse and assess customer contact points across the enterprise, including phone, web, email and mobile, to identify ways you can improve customer experience, reduce costs and drive revenue.

  • Technology and Infrastructure Evaluation and Recommendations
    We evaluate your existing contact centre technologies and infrastructures and provide recommendations for improving existing applications or introducing new applications with consideration for the broader business impact to your organisation.

  • Routing and Segmentation Strategies
    We analyse and assess your IVR routing strategies to ensure that they align caller segmentation and agent skill set models to promote personalised interactions across all customer touch points.

  • Identification and Authentication Strategies
    We analyse and assess your regulatory and security considerations and business objectives to define the best strategy to identify and authenticate callers. Learn more about our Caller Authentication Strategy Assessment.

  • Voice and Personal Branding
    We analyse and assess key corporate brand attributes and customer preferences to provide guidance in deploying a consistent brand image that spans voice, text and email. Learn more about our Voice Identity Programme ( V.I.P.™)

  • Technology Sourcing and Decision Support Services
    We review your contact centre and business requirements to provide RFP proposal support, technology evaluation and selection and relevant scoring criteria and tools to help you make informed decisions.

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