Contact Center Strategic Platform Assessment
What to Expect
The WWT Contact Center Advisory and Service Team works with the operations and IT Teams to evaluate current state functionality, define gaps to drive business outcomes, and recommend ways to close gaps and optimize solutions across three work streams. These engagements are targeting key opportunity areas to improve workstreams and processes around Supervisors, End Users, and Administrators impacting Customer Service Engagement.
Assessment length is eight weeks (per application or solution – e.g. Channel Management, Customer Self-Service, etc.)
- We consider your contact center's effectiveness from a comprehensive lens across tactical and strategic aspects.
- Within each of the three personas, we assess the business requirements and identified pain points against the in-place technology.
- This enables the IT and Operations teams to understand if mitigations are achieved through new technology, updates in processes, or through training and communications.
- By aligning and working with a select stakeholder set we also ensure that the business needs have been voiced and that the overall solution meets IT and business requirements.
Details
Each persona review targets strategic and tactical dimensions of your contact center functionality for a holistic comprehension of functionality requirements. Those challenges include:
Supervisors - Having the right supervisor desktop to manage their agents. This includes Content Analytics, Reporting, Quality Management and Workforce Management
End Users – Agents having the proper tools to drive customer success. This includes the Agent Desktop and Knowledge Management. Ability to answer the customer in an omni-channel world.
Administrators – Ability to manage all contact center channels and manage call flows efficiently. Deliver Customer Self-Service capabilities across multiple channels. Utilize Computer Telephony Integration to ease agent and supervisor pain points.
Goals & Objectives
- Discovery of business requirements that would include Contact Center features/functionality to support <Customer> business requirements>
- Compare the business requirements to three or more Contact Center platform capabilities.
- Rate each vendor's capabilities with a quantitative score.
- The final readout will compare analyst, consultant, and customer feedback around solutions and capabilities.
- Creating the scorecard, scoring the capabilities and providing recommendations in the matrix and the PowerPoint and executive summary
Deliverables include (dependent on defined workstream):
- Contact Center Overview meetings with Managers - includes understanding skills groups. Organization leads/supervisors, managers, business hours, physical sites, HBEs, Change Management rules (change lockdowns, etc.)
- Hold 10 interviews with Contact Center Service Managers, Supervisors, Agents, Quality and WFM Leaders, Training Managers, IT admin and Integration Specialists, Reporting and Customer Experience/Satisfaction Manager Members. Identify detailed technical requirements with network, telecom, and infrastructure groups.
- Persona Modeling - agent, supervisor, manager, etc. roles
- Review current agent/supervisor desktop experience
- Call flows, IVR, chat, and email routing. Future state use cases. Recommendations for self-service and knowledge management use cases.
- Review KPIs and Source Data, Reporting.
- Review CTI Screen Pop Functionality and Data Elements.
- Quality Management Process Review.
- Workforce Management - Forecasting and Scheduling requirements.
- Review Voice Recordings.
- Comparative of analyst, consultant, and customer feedback around solutions and capabilities
- Analysis of the current menu and routing from a business perspective.
- Review Recommendations and Assumptions.
- Provide recommended use cases to drive business outcomes.
- Creating the scorecard, scoring the capabilities, and providing recommendations in the matrix, PowerPoint, and executive summary.
- Business process mapping for gaps in call flows.
- Create business workflow and customer experience opportunities.
- Deliver business requirements documentation for customer approval.
Who should attend?
CX and Contact Center Leaders, Chief Experience Officers (CXO), CIOs, CTOs, COOs, IT VPs, and Marketing and Line of Business Owners. Anyone with a material interest and responsibility for delivering digital innovation in the realm of customer engagement and contact center operations customer experience that exceeds expectations.
What's next?
Contact us for more information or to schedule:
- Customer Service Engagement Workshop Discussion
- Supportive Technologies (Customer Analytics/Reporting/WFM/Quality Management) Assessment
- Migration Assessment
- AI - NLP Assessment
Benefits
- Optimize technology.
- Improve key performance indicators service levels.
- Deliver the best CCaaS vendor recommendation per the customer's functional requirements.
- Creating the scorecard, scoring the capabilities, and providing recommendations in the matrix, PowerPoint, and executive summary.