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

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

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

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

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Contact Centre Assessment

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

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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

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Resources

Articles & Blogs

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ARTICLE

Chemist Warehouse delights customers, powered by Genesys Cloud and Webforms

Iconic Australian pharmacy chain Chemist Warehouse had a common customer experience challenge - the company needed to ramp up customer experience and reduce its staff frustrations with outdated systems.

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ARTICLE

Selecting the right contact centre platform approach

We live in an increasingly polarised world- whether it’s red versus blue, IOS versus Android or waterfall versus agile project management. The same can be said about contact centre platforms.

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