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Will it really do (and cost) what they say?

Technological advancements are finding their way into our everyday lives at an astounding pace. Most organizations are implementing these new technologies in all levels of their operations, from supply chain to personnel management. Although clear platform winners have emerged for many critical areas, the cutting-edge Customer Relationship Management (CRM) and contact center solution providers are still largely unknown.

Automated Call Distributors (ACD), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), CRM software, CSR workforce management, performance reporting, and the host of customer interaction enabling technologies present a daunting challenge for organizations seeking to enhance their front-line operations. The biggest challenge is clearly defining the organization's specific needs and then determining which technologies align with the business's strategy to satisfy those needs.

Crucial to the success of any customer-focused initiative is finding the right combination of people who are trained on relevant processes with those who are enabled by the appropriate tools and technologies. Developing that mix is crucial to the success of your business.

The Solution
At The Customer Group, LLC. we have developed an approach for matching an organization's needs with the appropriate cost-effective and high-performance solutions. We call it Enabling Technology Application Selection (ECTS).

ECTS is a proven methodology for identification, selection and implementation planning for multi-channel customer interaction. We work with you to find the appropriate enabling technologies designed to deliver the desired functionality at the desired cost.

Enabling technologies are inclusive of, but not limited to the following:

PBX/ACD (traditional and IP) CRM Software IVR/CTI ERMS eCRM/ASP

Workforce Management QA/Contact Recording Network & Reporting eCRM/ASP

ECTS Approach
The ECTS approach begins with the study of the customer interaction strategy and vision. With this insight, The Customer Group can evaluate a company's contact center in the context of industry best practices, identify gaps in technology and operational processes, generate concrete steps to bolster customer relationships, control costs, increase contact center efficiency and improve service levels.

The Bottom Line
Everyday we hear about a new contact center technology in the marketplace that addresses the latest perceived customer need. It could be a new telephone, headset, switch, CRM platform, CTI or email response management software. Many of these items will help you solve an issue that you are struggling to address, but keep in mind that technology alone is not the "cure-all" for satisfying customer needs. Technology requires the right mix of people and processes to support your customers and your business. Selecting the right technology from the right vendor and deploying the best implementation team delivers the best results.