Our basic assumption is always: satisfied employees = satisfied customers. To achieve this, the technical equipment used on a daily basis must be intensively put to the test.
We examine the IT tools that are currently used for your customer service organisation. Are they state of the art? Which systems are in use and are all the functionalities available that are needed for smooth customer service?
- TC system/IVR
- Unified Desktop Systems
- E-mail management (ERMS)
- Omnichannel routing systems
- Knowledge management systems
- CRM systems
- WFM/PEP tools
- Time management
The as-is analysis is followed by the to-be concept for optimisation and catch-up requirements for other and extended functionalities and systems.
The IT audit is usually followed by the IT Tool Selection.