Alcaphone Communications Basic Approach
You have your own view of the quality of customer experience you want to deliver.The challenge is to select the services that keep you competitive.
This is often a balancing act between investing in innovative services and technologies, and rationalising services and resources.
To define your strategy you need to answer several questions:
Who are your customers and what experience you would like to give them?
How do they want to interact with you, and how will you make that easy?
How do you want to set up your contact centre, organise your agents and enable them to deliver a good service?
What is your regulatory environment?
How do you want to manage and report on your contact centre operation?
How do you want to capture and use the intelligence available through your contact centre to transform your organisation?