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Hi APCC member,
How is your contact center performing? Let us tell you about SOAR.
SOAR is our methodology for generating innovative solutions to complex business problems, an approach to help you to optimize your customer journeys and to create a more effective CX organization.
The SOAR Methodology.
The centerpiece of the SOAR methodology is an end-to-end analysis of the customer journey focused on identifying automation opportunities for agents and back office employees. This analysis then triggers a four-step process.
The first step in our methodology is to look at what can be simplified in your customer journey(s). We will work with you to identify any unnecessary steps in the process and streamline it for optimal efficiency. By simplifying your customer journey, you can reduce the time it takes for customers to complete their tasks, which can lead to increased satisfaction and loyalty.
Next step is to look at what we can optimize in relation to your customer related processes. This involves identifying areas where improvements can be made, such as improving customer onboarding or making your checkout process more user-friendly. By optimizing your customer journey, you can increase conversions and reduce customer churn.
Third step in our methodology is to identify those parts of your customer journeys which are prone to benefit from automation. By automating (parts of) your customer journeys and the processes related to these journeys, you can reduce the workload for your agents and improve the overall efficiency of your business. The basic principle is to ‘take the robot out of the agent’, meaning to avoid having humans doing tasks which can be automated. This improves the quality of the work of the respective humans, making this work more valuable and interesting for the humans themselves, and this allows you to involve humans in those parts of your customer journeys where they actually make a difference while automating those parts of the journey where they don’t. Overall this results in higher quality work, better streamlined processes and a more efficient organization.
The final step in our methodology is to reorganize your customer journey there where applicable. This involves looking at the overall structure of your business, understanding how and where customer questions originate and making changes / adapting the process where necessary. For example, you may need to reorganize your login page on your website to make sure your customers better understand how to help themselves. Or maybe you need to change your return policy in order to reduce questions around this process. Sometimes these can be relatively simple things but, by analysing exactly what goes on in your customer service environment this gives you the tools to effectively reorganize your business so that you optimize the journey of your customers and the impact this journey has on your own customer service organization.
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in-depth CX Audit
Let us show you how to improve efficiency in the contact center with our CX Audit with a special price for APCC members – with 50% discount!
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If you are not ready to invest in improving your CX related processes yet, but you still want to find out where areas of improvement could lie – Find out how your contact center performs and how to improve with our FREE Scan!