We offer a five-tiered approach, moving from the bottom left (Operate) to the top right (Personalize) of this chart. As you move up the tiers, in the right order, you become more sophisticated at rolling out your customer care analytics and automation program.
Operate is about making your contact centers work and hitting service level agreements (SLAs) while reducing costs. Most companies already “operate,” so everyone starts here. The problem is that there’s a very limited scope for improvement at the operational level. Once you get your contact center to work a little bit better, or find another offshore location, it’s time for a different approach.
Analyze. This is where you’ll really start to see a difference. We deploy some customer care analytics to understand what is really going on in your organization. This gives us insight into customer behavior, customer care processes and platforms. Then we offer up specific improvement opportunities for your customer care operations.
Augment. The simplest way to start deploying insights gained during the Analyze phase is through enhanced agent productivity tools. These use customer care analytics to help agents solve customer problems quicker, or to be more effective on sales calls.
Automate harnesses the same analytical insights, but gives your end customers direct access to the information through the web and other self-care tools.
Personalize is our long-term vision for truly automated and personalized customer interactions that operate seamlessly across channels.