In order to obtain maximum efficiencies in your customer engagement strategy, it is beneficial to conduct a step-by-step process analysis which
maps each touch point with customers. eStrategy3’s comprehensive approach to
contact center evaluation provides varied perspectives and insight into best
practices to improve your contact center’s performance, productivity and
quality. This type of strategic evaluation considers the channels utilized,
the type of customer interaction that occurs and the path the customer must
take to get ultimate resolution and satisfaction.
Through this analysis, eStrategy3 will identify opportunities for
enhanced communication with your customers throughout their lifecycle with your
company as well as potential cost savings through possible refinements such as:
- Streamlining processes
- Establishing clear
responsibilities among personnel
- Establishing and effectively
communicating goals and call center metrics
- Eliminating duplication of
effort among individuals and/or departments
- Eliminating outdated
processes and unnecessary tasks
- Leveraging technology and
automation to optimize productivity and augment the customer experience
We approach each assessment with a fresh perspective supported by
a wealth of contact center expertise.
