Optimize processes, reduce costs, and achieve new efficiencies.
Discover, diagnose, and treat the true causes of inefficiency in your center with ICMI's Process Optimization solutions. From workflow bottlenecks to issues with first contact resolution, our services have helped contact centers achieve their operational goals for decades. ICMI's industry-leading consultants have guided contact centers across all industry verticals and all sizes, identifying and removing roadblocks to operational efficiency.
Our process optimization solutions are broken into two services:
| Process Optimization & Root Cause Toolkit |
|
Define and document clear definitions of valid business processes.
|
| Identify bottlenecks and prioritize process improvements.
|
| Test and deploy new workflow designs that use data and technology more effectively.
|
| Address cultural and operational barriers to process reengineering.
|
| First Contact Resolution Optimization |
| Measure FCR correctly for your unique environment and establish a base level for improvement.
|
| Minimize touch points and reduce contact center expenditures.
|
| Align quality assurance monitoring processes with FCR objectives.
|
| Collaborate with stakeholders on FCR goals.
|