Contact Center Effectiveness

Transformation and Optimization

As businesses diversify and their products and services become more complex, their need to differentiate with “service excellence” increases. Finding new ways to drive revenue via up-selling in contact centers also becomes critically important. One of the easiest ways to make improvements is through the transformation or optimization of existing contact centers. When done correctly, these centers can provide tremendous value to their organizations by helping to reduce overall operational costs, dramatically improving the customer experience and retention through service excellence, achieving improved business intelligence and customer insight while helping to drive revenue through new customer acquisitions and expanded revenue with existing customers.

Services

• Contact center strategy and maturity modeling
• Business process re-engineering and operations management
• Architecture for integrating the latest on-demand CRM solutions encompassing multi-channel customer touch points and integration of back-end legacy systems
• Business intelligence and ROI realization
• Retention and acquisition strategy

Common Challenges

• Minimal business intelligence and/or customer insight.
• No visibility into the end-to-end customer lifecycle.
• Limited self-service capabilities or no alternative customer interaction channels and touch points.
• Disparate customer data spread across multiple systems with no consolidated and centralized view of your customers.
• Inability to balance operational costs with the need for driving revenue, while at the same time, providing the right level of service and support for your customers.
• Lack of readily available knowledge material for customer service representatives to quickly provide consistent solutions to customers in timely manner.

Why Acumen Solutions

• Acumen Solutions has a proven track record for helping large organizations and governmental agencies develop, transform and/or optimize their existing contact centers for achieving success with their customers and constituents alike.
• We are extremely versatile and up to date on the latest CRM On-demand solutions, SOA infrastructures and Business Intelligence tools.
• Our consultants develop and implement solutions that increase productivity and operational effectiveness, enhance client services, and propel businesses into the future

Value Proposition

Create a world-class customer service experience in a cost-efficient manner and see how your bottom line improves. Simple improvements to processes, data consolidation, system ease of use can make dramatic improvements to average call duration, one call resolution and customer or constituent satisfaction ratings. Employees will also experience more job satisfaction and shorter training times when they are not scrambling for critical information from inefficient or difficult to use systems.