Strategy provides the blueprint for call center planning and decision-making enabling organizations to translate strategic objectives into operational realities. Defining the customer experience strategy by customer segment drives the call center’s channel and delivery strategies and enables process and technology innovation. Customer Experience Strategy Segmentation Strategy Channel Strategy Delivery/Operational Strategy If you are disappointed with declining usage on a self-service platform, evaluate platform functionality for ease of use. Customers will not return to self-service platforms that disappoint or frustrate them. When automation is time consuming to use, when it irritates with error messages or repetitive requests, customers may simply avoid the platform. Your channel objective should be for customers to leave the automated experience, thinking “That was easy.”Strategy is foundational to operational excellence for call centers.
Our experience within this sector:
Strategy Experience:
Consulting Insight:
The Ease of Self-Service