How do you improve customer satisfaction? If performance metrics are decreasing while agent handle times rise, your contact center model may no longer work for the size or needs of your organization. In fact, Digital DataVoice has discovered a direct correlation between company mergers or acquisitions and a downgraded customer experience due to redundant applications and disparate back-end systems.
DDV’s Contact Center Assessment was specifically developed to address these issues and many more. Our team of expert consultants can design a comprehensive strategy for your multi-channel user experience, including IVR, web and mobile channels. As part of the assessment, each channel within your customer service delivery model will be assessed to gain an understanding of the effectiveness of the individual components, as well as how those pieces support a single, cohesive service strategy.