A Blueprint for Strategic Contact Center Planning & Implementation
Use a Planning Engagement to:
A Cerium Contact Center Planning Engagement can provide you with a strategic blueprint that defines the best possible solutions and processes while identifying the potential roadblocks and pitfalls for upgrading or replacing your current contact center solution.
A remote one hour call will be conducted to kick off the engagement.
Topics covered include:
The objective of this phase is to gather information on the existing contact center and customer experience strategy. This is accomplished through surveys sent to the customer to be completed prior to a one day onsite workshop. Remote system access as required to evaluate solutions. There are three segments to this one day workshop.
The objective of this phase is to assess the health of the current contact center including the customer, agent, supervisor, and administrator experience. This is accomplished through a remote review of the existing customer experience and a one day onsite assessment which includes:
The objective of this phase is to design a plan that will provide the customer with a road map for their contact center technologies and customer experience strategies. This includes the creation of a findings presentation based on the Discover and Assess phase to be reviewed during a half day onsite workshop.
Final documentation will be completed, presented, and reviewed on a final one-hour closure call.
If you would like to better understand your options, timelines, and prospective costs, we’re offering a no-cost consultation with one of our experts. Give us a call to set up a consultation.