Need a fresh pair of eyes when it comes to issues regarding international routing, telephone numbers, communication platforms, infrastructure, customer experience? You name it, we know about it.
Voice Channel Health Check
The more products or services you sell, the more calls your (international) customer service receives. And as your reach increases, more routing is necessary to make sure calls are answered in the right place. Do you still see the big picture?
Use our knowledge and experience for a voice channel health check and find out:
If your current customer service call routing set-up can be optimized
If your back-up plan in case of call spikes and overloaded contact centers is up to date
If your (international) customer service telephone numbers still comply with local rules and regulations
You have scaled your products and services offering across borders. In this journey, you may have implemented a variety of platforms using multiple in-house experts and external service providers. Maybe it is time for an infrastructure assessment to find out:
If your current infrastructure is fit-for-growth
What’s your desired architecture, best-of-breed or best-of-suite?
If your legacy and bespoke software should/can be integrated
If you are taking full advantage of the benefits of using cloud and/or on-premise solutions
Platform Selection Advice
Having assessed your current infrastructure and business needs, the next likely step is to investigate which communication platform is future proof. But with so many options, how do you find the best fit? Let us be your guide in the world of (cloud) communication platforms and find the best fit for your needs:
Describe uses cases, functional and non-functional requirements
Prioritize requirements from different perspectives: business, marketing, users, financial
Briefing and debriefing of potential vendors
Prepare and organize vendor demo’s
Assist in your decision documents and presentation
Customer Experience Improvement
We live in an experience economy. It’s important to create a single view of the customer, be able to communicate cross- and omnichannel. Ask us to periodically scan the customer experience in your customer service domain to identify possible improvements:
Optimization of inbound channels
Test and validate new ways of voice channel interactions
Costs versus experience optimization
Let us be your voice channel guide and get a clear overview of the landscape. So you don’t miss out on the best opportunities. Simply because you didn’t know about them.