Strategic e-Business Solutions, Inc. customer service operational assessment methodology addresses organization, people, process, and technology issues that show the financial impact of challenged areas and recommend specific solutions for improvements. By taking a best practice analysis approach we determine specific operational performance gaps. This pragmatically demonstrates where to invest budget dollars in order to enhance operational performance.
We benchmark customer needs against current “as is” operations in the area of Performance (appropriate agent and client specific measurements), Call Handling (workload analysis, call routing, quality and customer satisfaction measurements), Technology (PBX, ACD, IVR, WEB, agent workstation tools), and Staffing (workspace, hiring, and workforce scheduling) to understand how to improve customer service operations. We provide analysis services that lead to recommendations for improvements to achieve your desired state. This way, your organization can bridge the gap to meet performance targets and integrate e-business solutions that leverage existing I/T systems, ensuring improved business results.