Omnichannel Interactions Assessment

The foundation of digital transformation strategy

As the drive for automation and self-service proliferates, customer service providers are often overwhelmed by the plethora of new technology solutions, each promising to drive down costs, boost revenues or nurture customer loyalty.

The Praxidia Omnichannel Interactions Assessment provides an objective and detailed review of your omnichannel ecosystem; identifying and quantifying appropriate opportunities for automation and self-service.

The journey begins with a thorough review of contact centre call handling practices, extracting rich details from every call that often reside in the blind spots of operational management.

Call drivers are classified with a high level of detail, identifying key root causes that could be addressed to either eradicate the issue completely, or handle it more effectively through an upstream self-service mechanism.

The feasibility for the automation / self-service of each call driver is then assessed against the issue complexity and the self-service appetite of the client’s customer base.

Through the application of in-depth market research and customer journey analysis, Praxidia are able to recommend the most appropriate channels through which specific issues should be addressed by customer segment.

Call handling practices are also analysed in detail to identify opportunities for optimization through the application of technology or through changes to process, policy or behaviour.

The assessment concludes with a detailed set of recommendations for change, each supported by an evidenced business case.

ONNICHANNEL INTERACTIONS ASSESSMENT: IN A NUTSHELL

An objective and comprehensive assessment of call drivers and call handling practices.

Provides a series of quantified actionable insights for digital transformation and operational efficiency improvement.

KEY BENEFITS

  • IDENTIFY AND QUANTIFY OPPORTUNITIES FOR AUTOMATION AND SELF-SERVICE.
  • IMPROVE CALL HANDLING PRODUCTIVITY.
  • REDUCE CALL VOLUME
  • REDUCE AHT
  • IMPROVE FCR
  • REDUCE TRANSFERS
  • BOOTSTRAP DIGITAL TRANSFORMATION STRATEGY

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