Right Channeling^SM Implementation

How Do We Implement Right Channeling^SM?

Right Channeling^SM is our proven methodology that helps you make informed choices for customer interaction that support your business goals while balancing customer service quality, communication and cost.

We implement Right Channeling^SM through a process that assesses your goals, identifies an optimal mix of communication interaction, plans for system integration and measures effectiveness for continuous improvement.

1. Assess Goals: Establish goals for customer contact services, verify expectations for customer interaction and align customer contact to key business initiatives.
2. Identify Customer Interaction: Identify the optimal methods of customer interaction to maximize customer satisfaction while lowering service costs.
3. Select Communication Channels: Develop a customized matrix of multi-channel communication tools from a broad range of integrated voice, self-help, Internet chat, email, web forums and more.
4. Establish Benchmarks and Benefits: Conduct initial benchmarks to assess the current level of customer contact, including touch points, number of interactions, number of escalations, and costs per interaction; and determine the expected benefits from the new mix of customer contact services and tools.
5. Generate Analytics and Business Intelligence: Generate significant data to provide ongoing analytics and business intelligence that drive new business initiatives.
6. Plan System Integration: Maximize existing investment in technology and minimize the cost of implementation by strategically planning the integration of our technology and tools with your legacy and third-party systems.
7. Measure Effectiveness: Measure the effectiveness of results and monitor the program for continuous improvement in reducing costs and improving customer satisfaction.