- Customer experience and value
- Deflect demand onto low cost channels
- Improving first call resolution
- Reduce avoidable demand
- Consistent Processes execution
- End to end process integrity
- Digital Processes
- Better performance through WFM
- Challenging cost by benchmarking
- Call centre consolidation
- Resource impacts in transformation
- Reducing costs through outsourcing
- Optimise Service Levels
Digital Processes
New technology - "AI", bots, ubiquitous IP etc - creates opportunities for business to offer service to customers digitally - where customers literally use their fingers to communicate with you.
Insightful service, user experience and process design is necessary but insufficient to deliver digital processes successfully. Some business objectives - eg converting sales - need a motivated human to deliver their achievement, whilst some transactions will not "fit" into the digitized process model, requiring human intervention. Deciding upon the operating model and balance between digital and human processing is key.
- What are the "persona" needs we need to meet?
- For which ones should the happy path remain interacting with a human?
- What is the operating model required?
- What is the business case, implementation plan and longer term roadmap
Having identified the opportunities for improvement, we help clients define the operating model changes and the "User Stories" to drive agile developments