Approach The Contact Centre As The Customer Insight Hub? A Perfect - - PowerPoint PPT Presentation

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May 07, 2023 112 likes •159 views

CPW Quality Management Approach The Contact Centre As The Customer Insight Hub? A Perfect Source Of Customer Data Would - Have Reliable, Represent The Voice of Constant Data Capture the Customer Be Collected In A Come From Direct Capture

SLIDE 1

CPW Quality Management Approach

SLIDE 2

The Contact Centre As The Customer Insight Hub?

Come From Direct Customer Interaction Be Cross Channel & Cross Functional Be Collected In A Controlled Environment Contain A Significant Volume Of Data Have Reliable, Constant Data Capture Capture The Good, The Bad and the Ugly

A Perfect Source Of Customer Data Would -

Represent The Voice of the Customer

Contact Centres Are One Of The Few Places That Have The Potential To Deliver All Of These

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Transactional Quality Management Tactical Quality Management Transformational Quality Management

Customer Sat Survey CRM Contact History IVR, Footfall & Dialler Data QM Scores Marketing Data Brand Insight Purchase History All Channels

Quality Management - Creating The Insight Hub

Cross Channel Social Network Insight Cross Function Quality Monitoring Insight Speech Analytics

SLIDE 4

Quality Management – Levels of Quality Insight

Transformational Quality Management

Multi-Channel Data Source Matrix Long Term Cultural Change Cross Functional

Tactical Quality Management

Single Channel Some Data Source Dependency Med Term Reactive Policy & Process Change

Transactional Quality Management

Transaction Specific Individual Data Sources Short Team Reactive Continuously Reinforced