Customer service organisaons are striving to respond to the ever-changing landscape of customer expectaons. Central to achieving that is a focus on designing and building the ideal contact centre strategy. In an increasingly complex and connected world the contact centre has become a powerful interacon hub of the digital enterprise – responsible for support, interacon, educaon and data gathering. What will your contact centre be like in the future? CONTACT CENTRE Snakes Snakes & & Ladders Ladders Take on your contact centre's strategic journey, gaining COMPE I IVE ADVAN AGE guided by profitable, customer-centric business decisions, but RI KING ETBACK when you fail to meet your customer's needs through innovation and efficiency. What business need is driving the requirement to change your contact centre technology Are there future business plans you need to take into consideraon? Compeve advantage Growth plan Employee wellbeing & mental health Business connuity Reduce costs Improve first contact resoluon (FCR) Deliver a more customer-centric personalised CX Enable remote workforce while maintaining high service levels Who are your customers and why do they contact you? Purchases Service requests Do you have Do you have to flex agent to flex agent capacity? capacity? 24h support Geo distribuon Seasonality Time zones Cloud Hybrid On Premise How important is flexibility and agility versus the ability to customise and integrate? What is your overall technology infrastructure and how does your contact centre integrate with it? Legacy systems Business tools such as CRM systems, HR systems, finance systems Opmised recruitment, on-boarding and training of agents Quality & performance monitoring Employee communicaon & collaboraon environment Employee engagement & movaon Process automaon Resource planning Knowledge management tools What are your security and regulatory requirements? What are you looking for in the supplier relaonship? Regulaons such as MIFID II and GDPR Reliability Flexibility Choice Data security What volumes of interactions do you receive and on what channels? email chat web social What is the size of your contact centre... ...and will this change over me? Upscale Downscale Agility F l e x i b i li t y is What C a l l u s t o a v o id g e t t i n g b i t t e n . . . C a l l u s t o a v o id g e t t i n g b i t t e n . . . T e l : + 4 4 ( 0 ) 2 0 3 3 5 7 3 04 0 T e l : + 4 4 ( 0 ) 2 0 3 3 5 7 3 04 0 Contact us Tel: +44 (0) 20 3357 3040 Email: [email protected] enghouseinteracve.co.uk voice