Contact Center Assessment
VOX Contact Center Assessment Offering
The VOX Network Solutions CX Contact Center Consulting Team will meet with your staff to review and document common denominators, and provide benchmark comparison reports by Vertical Competition. This data can be used as a guide to help with solution and services, roadmap development to help you deliver successful business outcomes.
Contact Center Operations Discussion
Inbound Call Center Operations
· ACD Routing and Workflow, Auto-Attendants, Announcements
Interactive Voice Response, and Self-Service Applications
· Application development and application options check, recalibrating voice user Interface
· Development Lifecyle (Agile/Kanban)
· Application and Regression Testing
Call Back Applications
· Phone, Web, Mobile
· Seamless Experience
Customer Journey and Feedback
· Net Promoter Score and Customer Satisfaction Surveys
· Resource Libraries and Content Management.
Outbound Calling or Outbound Campaign Management.
· Gap analysis, proactive outreach and proactive Care
Omni channel, multi-modal communications and digital channel interactions
· Email, Chat, SMS, Social (Automated and Agent Assisted)
Reporting and analytics for all interactions
· Standard and Business Intelligence Tools use and needs
Computer Telephony Integration
· CRM/ERP/Support Applications (SFDC/Tableau/Service Now etc.)
· Agent User Experience (UX)
Knowledge Management Platforms
· Resource libraries and FAQ databases
Artificial Intelligence Readiness.
· Review of data sources and back end applications
· Robocalling and Spoofing
Security and Compliance
· UK Ofcom, GDPR, PCI, CCPA, and Compliance Regulations
· Accountability tools