Customers expect resolution-based communications that are conducive to their schedule and most importantly, via their desired channel of communication. They expect you to deliver what was promised and have the ability to deal well with their problems or questions when they arise. This requires call center/service center operational capabilities that are unified around a common view of all interactions and business with the customer, regardless of channel.
Baker Tilly helps companies evaluate and assess their call center and service center technology across the four dimensions of service.
Our services include:
Comprehensive service function evaluations and capability alignment
Assessment and strategic planning
Service capability prioritization, initiative creation and ROI analysis
Service capability/technology activation and optimization across field and customer service silos.
By leveraging modern call center and service center technologies and implementing robust business processes integrated around the customer, your organization can achieve:
Stakeholder alignment across all pre and post sales functions
Customer centric delivery models
Personalized service experiences
Defined customer journeys
Enhanced customer loyalty
Finding the right technology enablers for B2B marketers to better sell
There are a lot of technology solutions out in the marketplace right now, but it can be hard to determine what are the right solutions for your organization.