Solutions > Contact Centre and Customer Experience Health Check

Your contact centre is core to delivering an excellent customer experience. But it’s complicated.

There are multiple stakeholders – sales, marketing, customer service, operations, finance, etc – constantly changing technology and the all-important people component.  The net result is that most contact centres are not optimised for customer experience, efficiency or ROI.

Often organisations find themselves with a significant contact centre investment, but are simply not getting the value from the available suite of features and functionality.

Why Kytec?

Many of Australia’s leading organisations trust Kytec with their contact centre design, deployment, optimisation and management.  Kytec brings contact centre experience and customer experience expertise from a variety of industries including bank and finance, education, telco, waste management and business services.

The benefit of working with Kytec is that in addition to our Contact Centre Practice, we have complementary practices in Networking, Security, Collaboration, Coud and Salesforce, so we can make sure your solutions is fully integrated, secure and facilitates staff working from any location.

Contact Centre and Customer Experience Health Check

Through our Heath Check process, Kytec can help you identify areas for improvement in your contact centre platform or customer experience processes.  You are free to use this information as you wish or engage Kytec for implementation or as a precursor to paid, more detailed, consulting.  The aim of the session is to help you improve key metrics such as net promoter score (NPS), customer satisfaction, service delivery, sales or workforce efficiency.

The benefit of working with Kytec is that in addition to our Contact Centre Practice, we have complementary practices in Networking, Security, Collaboration, Coud and Salesforce, so we can make sure your solutions is fully integrated, secure and facilitates staff working from any location.

To initiate an engagement, we ask you to identify the specific area(s) where you have challenges or where you think there is room for improvement.  We have identified the following five key areas:

Strategy and Planning

  • Align all stakeholders around a customer experience objective

  • Align technology and CX metrics to a business strategy

  • ROI improvement/doing more with less

  • Migration Planning

  • Business case creation

  • Omnichannel and digital channel planning

Technology

  • Migration from on-premises to cloud contact centre

  • Cybersecurity and management of critical data

  • Data protection and backup

  • Network infrastructure to facilitate working from anywhere/decentralised customer service

  • Integration of contact centre with CRM

Workforce and Resource Management

  • Resourcing against customer demand

  • Use data to drive decision making

  • Utilise Verint or Calabrio platforms including ‘as a service’

  • Recruiting, training and development of staff

  • Integration of new channels for workload planning purposes

Training, Adoption and Change Management

  • Training users on new platforms

  • Documentation and guides

  • Managed Support

  • Change management planning

Process Optimisation

  • Analysis of metrics and processes (Including wait time, abandon rates, handling times, number of complaints)

  • Self- service and omni-channel planning

  • Intuitive UI

  • Escalation rules and alerts

  • Keyword or FIFO queuing and prioritisation

Kytec Services

Kytec has a proven track record and brings together both technology and customer experience expertise.  We can deliver a range of solutions and platforms depending on your technology investments to date, or your technology roadmap.  Independent of the underlying technology, we are focused on helping our customer get value from their investment in terms of sales, service or brand metrics.

This is an overview of the services Kytec offers.

  • Contact Centre design, implementation, optimisation and management/support
  • Migration from on-premises to cloud solution
  • Workforce optimisation/workforce management
  • Planning and road-mapping
  • Internal process review and recommendation for ways to improve CX
  • Network and security to support Contact Centre solution