What is Botomation Consulting?
Botomation consulting service will help customers analyze their present digital footprint or capabilities for enterprise service operations & processes (covers both employee and customer experience). We shall review & analyze the customer journeys, an application framework that influences customer experience (customer: internal and external) and customer/employee service operations. The analysis will be focused on the impact of the above said on CX KPIs & customer (internal and external) service SLA's.
Sensiple will produce a detailed report on current factors affecting CX KPI's and customer service SLA's. Identify opportunities for improvement to tools, implementation of new tools, process automation, or optimizations.
- Who de we serve
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- Prospects who prefer chat channel as the primary
- Prospects who would want to maximize MS Teams
- CX Optimize or CX Transform states
- Any organization with a focus on customer experience and retention
- Targeting reduced OPEX
- Prospecting aiming digital workforce
- CX Optimize - prospects who have benefitted from basic contact center set up
- Prospects who have legacy contact center solutions
- prospects, where CS spend per customer, is high
- What do we offer
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Analysis of required business outcomes
Strategy Formulation Workshops
Analytics - contributing processes affecting targets
Analytics - Distribution of each contributor
Identify key contributors - With cause, consequence, & symptoms
Technology assessment & solution design
Gap Analysis
Determine Implementation Approach
Estimate the proposed solution
- Key benefits
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- Current ES state both qualitative (CSAT, ESAT, NPS) and quantitative (SLA, KPI's, Volumetrics)
- Technology impact on qualitative (CSAT, ESAT, NPS) and quantitative (SLA, KPI's, Volumetrics)
- Process impact on qualitative (CSAT, ESAT, NPS) and quantitative (SLA, KPI's, Volumetrics)
- Operational efficiency (Service quality aspects) - training, service goals, skills assessment & operating model
- Continual monitoring & improvement
- Proposal for implementing the solution
