Each channel plays a role in the relationship with the customer and, for it, it requires an operational management, adapted to strategy and customers’ expectations. Through channels diagnosis, we go deeper into the operation of the channel in order to adapt the management to business’ objectives and expectations in the Experience.
The diagnosis performed by IZO includes reviewing the 5 basic channel modules:
vision and strategy, operation management, quality, people (HR) and technology through the analysis of more than 100 checkpoints (organizational structure, operating model, suppliers, financial, access, automated system, workflows, sizing, key indicators, quality management, people, systems, etc.), adapted to the different channels: Customer Relationship Centre, Interactive Voice Response, Web, Social Networks, Classroom, app, etc.
This analysis may include the invisible part to the customer (internal management) as well as the visible part (diagnosed from the perception of the channel by the customer). As a result, we are able to identify operational improvements and business management with customer relationship centers and the analyzed channels.