Improving Customer Interaction through Self-Service
Contact Center managers are continuously under pressure to increase both customer satisfaction and operating efficiency. Improving agent automation and effective self‐service can address both issues, and Spanlink can help.
When to Analyze Customer Interaction Needs
Spanlink's Solution Value Analysis (SVA) is conducted with contact center operations management during the Analysis phase of a Spanlink engagement to ensure the voice solution will be designed and deployed to maximize value. If your contact center solution has already been deployed, Spanlink's SVA will help identify ways to further leverage your contact center investment for greater business value.
Spanlink's Process
Whether we're helping you design your contact center solution for the first time or increase the value of your existing voice solution, Spanlink follows a proven evaluation and planning process. For a successful assessment program, Spanlink requests access to your contact center managers, supervisors and agents to gather insight about your business, your customers, your agents and your processes. Throughout our analysis phase, we review a long checklist of items including:
- Your website to identify existing web-based self-service options available to customers
- The IVR call flow and design documents
- Agents handling live calls to identify common call types and common tasks that could be automated
Once a thorough analysis is complete, Spanlink will present an overview of the assessment findings and recommendations to the management team. This overview will outline ways to help improve agent automation and decrease average handle time.
Why Spanlink?
Spanlink Communications has been developing and delivering high-value self-service and customer contact solutions for more than 22 years. We understand self-service applications are just one component of your overall customer experience and are only effective when they support both your business and your customers' needs. We understand the human factors involved in effective self-service and have extensive experience delivering complete customer care solutions. We are committed to helping you make the most of your investment in your contact center solution by maximizing the value this technology can deliver to your organization.
Interested in learning more about the SVA or securing a list of all the items we review?
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