Optimizing Service Channels: Strategy Development and Implementation PPT

This PPT slide, part of the 27-slide Multichannel Contact Center Strategy PowerPoint presentation, outlines the second stage of a service channel mix optimization strategy, focusing on the development and implementation of a revised channel strategy. It emphasizes that the success of this strategy hinges on how effectively the organization can encourage customers to transition to more efficient service channels.

The slide is divided into 2 main sections: "Redefining channel strategy" and "Implementing the revised strategy." Each section lists specific actions or considerations necessary for optimizing service channels.

In the first section, key elements include the deployment of technologies such as IVR (Interactive Voice Response), CTI (Computer Telephony Integration), WFM (Workforce Management), and QM (Quality Management). These tools are essential for enhancing customer interactions and streamlining operations. The mention of an "Advanced CC analysis" suggests a focus on leveraging data analytics to gain insights into customer behavior and preferences. A "Single customer view" indicates the importance of consolidating customer information for a more personalized service experience. Change management and training aspects highlight the need for organizational readiness and staff competency in adapting to new strategies.

The second section lists implementation tactics like social media monitoring, root cause analysis, and campaigning. These actions are geared toward actively engaging customers and addressing any issues that may arise during the transition. Incentivizing channel switching and cross-referring indicate strategies to motivate customers to utilize preferred channels. The focus on training underscores the necessity of equipping staff with the skills needed to support these changes effectively.

Overall, this slide presents a structured approach to optimizing service channels, emphasizing both strategic development and practical implementation to enhance customer satisfaction.

This slide is part of the Multichannel Contact Center Strategy PowerPoint presentation.

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Customer Service Contact Center Change Management Quality Management Customer Satisfaction Root Cause Analysis Workforce Management Data Analytics Analytics

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