NextGen Consulting

IT Consulting CRM BSS OSS

Interaction Management Process

Process Design Questionnaire

  • Who do your call center agents interact with?
  • Customers only?  Dealers?  Partners?
  • What types of interactions are received / sent out?
  • What is the structure of the call center?
  • What is the number of Agents?
  • Will these users be divided into functional groups?
  • Will users have access to some forms/commands/data and not others?
  • Number of Call centers?
  • Where are they located?
  • How many agents are there at each location?
  • What is the number of interactions handled per agent per day?
  • How do you measure your call center agents?

Generic Interaction Management Process – part 1

Generic Interaction Management Process – part 2

 

Generic Interaction Management Process – part 3

 

Generic Interaction Management Process – part 4

 

 

Generic Interaction Management Process – part 5

 

 

 

Sample Implementation Decisions


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04/01/2011 - Posted by | Amdocs, BSS, CRM, CRM, Customer Interaction Management

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