基石 takes a holistic approach to performance improvement ensuring alignment between the organization’s long-term goals and the unique intricacies of the contact center 流程, 人员配备, 和技术. Together with our knowledge of industry best practices and the data in our 性能 Vault, 基石 delivers a comprehensive Opportunity Roadmap focused on near- and longterm process improvements and practical recommendations to transform the customer experience and drive revenue generation.
The right technology lays the groundwork for a future-ready, high performing contact center. Leveraging 基石’s hands-on experience and proven approach, we help establish key criteria for vendor RFPs and provide an objective framework to guide the vendor evaluation and selection process. 使用基石 Contract Vault™和财务模型, 优发国际手机版致力于协商最佳的合同条款和价格. 在选择, 基石 provides guidance and oversight to ensure the implementation stays on track and projected efficiencies and other goals are achieved.
由于增长，大量电话涌入, 最新的安全漏洞新闻, or an unplanned technology outage can overload a contact center and provide a negative customer experience. 基石 Advisors can help prevent this by designing various scenarios to test an institution’s contact center capacity and identify operational weaknesses and performance bottlenecks. 基石’s 人员配备 optimization model is built on a foundation of proprietary peer benchmark data and customized with both the organization’s current and future state metrics and goals in mind.
在宣布合并后, the swift evaluation and integration of contact center operations is critical. 基石’s proven framework and playbook assesses the current state of the two organizations and identifies the optimal path to integration and future readiness. 优发国际手机版对工作流程的严格评估, 技术, and 流程 pave the way for a successful integration strategy and ensure that operational objectives are achieved and disruption to the customer experience is minimized.
The goal is to deliver “best-in-class” service to account holders at every interaction – but do financial institutions really know what customers experience when they call? 基石 Advisors’ 客户体验评估 provides a detailed customer journey map, identifying areas for improvement and outlines an action plan to better the customer experience. 这些改进导致了更高的钱包份额, 提高客户满意度, and ultimately increase revenue without additional investments in marketing or sales efforts.
数字自助优发国际手机版网站选项在他们的指尖, customers are able to quickly handle a wide array of basic needs on their own. 作为一个结果, contact centers are expected to respond to increasingly complex inquiries across a variety of interaction channels—positioning contact center representatives as the “human voice behind digital transformation.“基石与客户密切合作，优化流程, 人, 和技术 to deliver an excellent customer experience and drive future readiness.