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What is CSE?
Not an exhaustive list, but this is what we do for voice and data centres:
- Analysis of contact centre performance with regard to customer experience, efficiency and quality.
- Develop and implement:
- service workload forecasting models
- scheduling strategies from single site to virtual centres, with single or multi-skill agents
- schedule adherence management systems in real time
- voice, desktop and process logging strategies to enable statistically valid and legally compliant quality assessments
- customise quality assessment templates and scoring systems
- elearning systems and content and skills, keyboarding skills training
- process engineering strategies
- customer experience management systems via voice, email and SMS channels.
- Integrate WFM, Quality Management, CRM, Business Processing and Business Intelligence systems.
- Custom design and develop of reports, dashboards and alerts with deployment via web, email or SMS.
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