Email, web chat and call back are making their way into contact centres at a rapid pace, but implementing new channels isn’t enough, it has to be done right. Luckily, we know how.
Systems Testing and UAT
We will lead or assist during testing of your new or upgraded AVAYA technology - build test plans and advise on what you should be testing, and how to approach it. Our experience with AVAYA technology gives us an advantage during testing - fixing many issues before they are submitted to suppliers, ensuring everything remains on schedule.
Call and Agent Prioritisation
Agent prioritisation ensures your customer gets to the most capable agents, first time and with the shortest wait - all while managing agent workload to ensure an equitable system, increasing retention and reducing training costs. It’s more art than science so tact and experience in this domain is vital before throwing any switches.
Every so often, you need to ask “Are my processes still relevant” to avoid falling into the trap of doing things that have always been done. An assessment helps us understand how your processes work and what the desired outcome is so we can recommend, and implement, changes to increase efficiency.