Process and Technology Optimization
Make sure that your contact center's processes and technology systems are functioning as effectively as possible. ICMI can identify poorly functioning processes and technology and identify areas of improvement. Our expert consultants will utilize our best practice standards to review key processes and programs including: Coaching, Quality, Workforce Management, Change Management, Reporting, Self-Service, Contact Routing, Omni Channel, Customer Experience, Employee Engagement, Security, and Business Continuity. Technology Assessments can also include new system recommendations and tech implementation guides.