• Continuous Improvement Practice
• Goal Alignment
• Methodology
• Tools
• Optimization Rating
• Customer Experience (CX) Rating
• ROI Model

Tools

To implement the Contact Solutions’ CI Methodology, our expert team uses tools and processes that leverage extensive data from our cloud-based platform. Our toolset includes a discovery process, user-centered design, best practices and actionable analytics.

Discovery Process

We have a robust discovery process used to understand your business practices, processes, environment, customer perspectives and challenges. During discovery, we use our Contact Center Diagnostic and Solution Performance Appraisal, implement our Customer Experience Scorecard, conduct agent interviews, listen to calls alongside agents, observe agent work practices and interview management to capture and document needed information.

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User-Centered Design

Using our discovery process, we understand your customers’ needs, allowing us to design solutions that address these needs and offer them the targeted self-service experience. We can support existing enterprise user-centered strategies your company uses, or will help you define a strategy leveraging our expertise and best practices. These design methodologies decrease time-to-market, minimize risk, increase caller adoption of self-service and ensure measurable success.

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Best Practices

Our best practices are derived from the 400+ self-service solutions we have designed for our diverse client base of both commercial and government customers. Our team has extensive industry experience plus in-depth knowledge and implementation of industry best practices. Our platform also uses a shared services architecture, which means your solution benefits from improvements made for other Contact Solutions’ clients.

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Actionable Analytics

Our platform captures detailed data about each customer interaction. From tracking caller task and goal completion rate to call durations, volumes, and performance data to host performance, exit points, and step-by-step behavioral analysis, we’ve got you covered.

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Ongoing Actionable Insight

These tools, along with the CI Methodology framework, allow us to give you visibility and insight into how your solution delivers cost savings and provides a successful customer experience. Cost savings are assessed and measured using our optimization rating. Customer Experience is assessed and measured using our Customer Experience Scorecard and Customer Experience Rating.

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