IVS Aug 12 Consultancy

Corporate & Contact Centre business objectives

Identify the Corporate and Contact Centre mission, evaluate the alignment of both.

Integrate the Corporate & the Contact Centre mission. Deliver customers business model objectives.

Consultancy

Employing a "hands on" philosophy, IVS has gained years of experience in both Technical and Business consultancy areas.

Technical - Specialising in but not restricted to the Contact Centre environment, IVS has the breadth of knowledge to deliver both operationally focused or board room level consultancy. We strive to provide detailed, in depth, independent reviews focusing on the topics that matter to each individual client.

Business - IVS can offer a range of business consultancy packages to suite the individual needs of each client

Corporate objectives & business drivers

Identify the control processes and evaluate the objectives and how they are attained.

Identify how the business drivers are incorporated into the Contact Centre strategy.

Contact Centre best practices & optimisation

Review integration of multi-media reporting, identify key performance indicators of each contact point and devise a relevant reporting strategy.

Identify the use of reporting tools that make performance & productivity achiements

Emerging Technologies

Determine contact routing, integration of the technological components and benefits of emerging technologies as a competitive advantage.

Identify the technological componants

within the Contact Centre and identify the areas of improvement.