Achieving Service Transformation Through Improved Contact Management

| Point of View

A holistic approach is key to transforming customer contact

For too many of us, Contact Centres are a continuing source of irritation and frustration. We must get the channel mix and the contact right if we are to present that desired “one-face” of public services to customers both individually and across agencies.

For Customer Contact to operate optimally, a number of pieces in a complex jigsaw must be in place. We focus on four where analytical modelling will ensure the right decisions are made to deliver marked improvements: contact strategy, contact centre planning, performance management and managing volatility.