1 contact-center_assessment_overview-1
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Contact Center Assessment Overview
04/09/2023 Eventus Solutions Group ° Proprietary & Confidential 1
Organizational Analysis• Business and operational
alignment of contact center functions
• Contact center channel analysis
• Organizational assessment and recommendations
• Insource and outsource staffing mix optimization
Technology Strategic Direction• Technology gaps and needs within your current
architecture• Technology capabilities are required to achieve
business strategies
The Eventus Call Center Assessment focuses on 4 disciplines, combined with future state business and technology direction, to develop a balanced call center strategy and roadmap.
Application Analysis• Agent desktop optimization for
call handling• CRM adoption• Multiple channel management
system(s)
Business Strategic Direction• Key customer service initiatives and concerns• Contact center capabilities required to better meet
your customers needs
Call Center Assessment• Best in class contact center gap
analysis and implications• Current contact center asset
optimization analysis• Development of new initiatives
required to achieve business/technology objectives
• Program initiative plan based on ROI and business/technology strategy
Telephony Analysis• IVR/ACD analysis and
optimization• Telephony alignment with
channel management• Telephony cost management
and reduction options• Technology trends and fit for
client
Operational Analysis• Command Center analysis
against best in class operational blueprints
• Operational alignment with corporate strategies
• Assessment of KPIs with initiatives to improve performance
• Efficiency gains through better leverage of operations tools
Eventus Contact Center Assessment Methodology
Analysis and Initiatives
DiscoveryRefinement and
SelectionFinancial Model
& Confirm
ACTIVITIES
DELIVERABLES
04/09/2023 Eventus Solutions Group ° Proprietary & Confidential 2
• PMO approach• Kickoff Presentation• Current State
Questionnaire
• Initial Assessment and Gap Analysis
• Initial Scenarios and Initiatives Presentation
• Final Scenario and Initiatives Review
• Program Plan (based on refinement of initiatives)
• Financial Model(s)• Final Executive Readout
• Establish project PMO• Project Kick-Off• Collect essential project
data o Business goalso Technology goals o Current state
performance data• Identify and interview all
Stakeholders
• Analyze discovery data vs. best in class and produce Gap Analysis
• Leverage Eventus experts to develop future state scenarios and initiatives
• Define scenario pros/cons• Order of magnitude costs
and timing factors• Review scenarios and
confirm future state direction with client
• Refine scenarios based on client feedback
• Creation of budgeting estimates
• Review/confirm initiatives with client leadership
• Market research and final cost assessment
• Develop future state architecture
• Program plan creation and review with client
• Finalize financial model(s) of proposed roadmap
• Initial readout to Executives
• Update of analysis and detail (if required)
• Final readout of assessment
• Participate in final selection of scenarios to be included in program plan
• Provide feedback on program plan
Client RESPONSIBILITIES• Review and confirmation
of final readout• Provide confirmation of
gaps/prioritization• Provide feedback on
scenarios/initiatives
• Identify SMEs and help coordinate interviews
• Provide business and technology direction
Contact
Bard Chodera
Vice President
Eventus Solutions Group
Office: 916-773-3096
Cell: 323-828-0158
www.eventusg.com