Integrating People, Process, and Technology
It's critical for today's contact centre to integrate people, processes and technology to ensure the highest level of customer service. That's why the experts from Oregon start with a systematic, structured analysis to identify any problematic elements. That's followed by a detailed on-site evaluation. Then a gap analysis is conducted, which leads to detailed recommendations for improvement.
I Operation and technology analysis
Get a comprehensive contact centre assessment that is aligned with your business objectives and supports your customer engagement strategy.
II Performance Measurement process and Reporting:
Review, analyze and update performance measures, set realistic quality and productivity goals, and streamline processes and measurements.
III Hiring and Selection:
Implement a hiring and selection strategy that helps you recruit the right people with the right skills and attitude.
IV Service level management:
Obtain a customized solution to manage service and staffing levels through call-load forecasting systems, staffing level calculations and agent scheduling and yield methodology.
V Ergonomics:
Design and build an ergonomically correct work environment to improve agent morale and productivity, while reducing on-the-job stress injuries and absenteeism.
VI Training
Improve contact centre performance through agent and management training workshops built on industry best practices.
VII Ergonomics
Design and build an ergonomically correct work environment to improve agent morale and productivity, while reducing on-the-job stress injuries and absenteeism
VIII Training
Improve contact centre performance through agent and management training workshops built on industry best practices.
IX Integration
Implement multi-site, multi-media, and IP contact centres that leverage best-of-breed tools to maximize your customer satisfaction and retention.
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