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Contact Centre Readiness & Strategy

Modern contact centres are omnichannel. They provide superior customer service experiences that keep people coming back.

Contact Centre Readiness & Strategy

Contact Centre Readiness & Strategy Overview

The modern contact centre is constantly evolving. As companies discover the importance of excellent customer service, the contact centre is becoming increasingly complex, requiring new skills across technology, process design, workforce management, customer journey mapping and more. In addition, COVID has introduced remote working agents across numerous locations, adding another layer of complexity and risk.

Agile Approach

A customer-centric solution requires a clear strategic approach. This can be a complex beast, integrating multiple departments, technology platforms and cross-channel communications. There are also cultural, technical and operational obstacles we must identify, understand and address.

The Benefits of Contact Centre Readiness & Strategy

Work on your business and leave your cloud worries behind.

Strategic KPIs

Strategic KPIs

Create KPIs that drive a successful contact centre strategy. Are you getting the best out of your people? How are you serving customers? How well is your operation performing?

Empower Your Team

Empower Your Team

A customer-first philosophy starts by empowering your team to make customer-centric decisions, delivering the right information and tools to get the job done and keep the customer happy.

Know Your Customer

Know Your Customer

Data is great, but it can be overwhelm your customers. Start thinking about the customer as an individual who has needs and wants. We'll help you meet those needs.

Kick off your strategy and improvement roadmap today

Contact Centre Assessment

Is your contact centre running as efficiently as it could. Are you providing your customers a great customer experience?

The assessment includes a Support Request Analysis​ to identify the following criteria:

  • Top 5 issues and causes​
  • Trends in requests​
  • Recurring issues​
  • Operational pain points​
  • Improvement opportunities​

Outcome / Deliverable:

Document high recurrence issues and opportunities for mitigation. ​

Typical Engagement Length

2 weeks

STARTING FROM

$2k
Find out more

Contact Centre Managed Services

Byte's Contact Centre Support and Managed Services ensure peace of mind when it comes to day-to-day management and support for your contact centre.

These services include the following:

  • Seamless transition to managed services through a high degree of familiarity with the technology landscape, team members and processes
  • Management of the agreed total services
  • Optimisation that allows you to manage the overall environment with business priorities and constraints in mind
  • Operations that are designed to ensure all systems are up-to-date, performing at optimum levels and fully recoverable in the event of a failure
  • Support through an efficient and effective service desk function supported by capable resolver groups
  • Management services

Typical Engagement Length

12 months

STARTING FROM

$2k per month
Find out more

Resources

Articles & Blogs
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Customer Solutions

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