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
No comments yet.
About
Welcome to NextGen Consulting.
We provide IT consulting services to organizations that use either Microsoft Dynamics 365 or Amdocs CRM (or legacy Clarify) platforms.
Having over 17 years with full life cycle of CRM projects (Dynamics 365 / Power Apps, Amdocs CRM / Clarify), broad enterprise and telecom industry knowledge, in-depth experience with OSS / BSS, CRM, Service Assurance, Marketing and Sales business processes, we offer flexible variety of services aimed at both the telecom and the enterprise organizations such as:
- Provide complete turn-key solutions ( Amdocs Smart, Thin, Classic clients, Microsoft Dynamics CRM)
- Subcontract Design and development
- High level business design and documentation
- Detailed level technical design and documentation
- Develop design to a deliverable solution using agile methodologies
- Improve user experience (UI design and implementation)
- Design and Development Management
- Create user workshops for business analysis and requirements gathering
- Provide training for developers and business users
- Design complete solution architecture
- Inspect external provider deliverables
Our people have hands-on implementation expertise with implementing various business processes using rich selection of front end technologies such as Microsoft Dynamics CRM and Amdocs CRM (Smart Client, thin client, and Clarify Classic Client).
We can use this expertise to help your organization migrate existing legacy application to a newer platform, or simply provide any level of design (high level, low-level) and implementation to fit your organization needs.
Join our LinkedIn Smart Client Group to get immediate updates and share your ideas, needs and comments.
See more on Yuval Rashelbach.
For further information view profile at http://il.linkedin.com/in/yuvalr
or contact Yuval Rashelbach at yuval.rashelbach@nextgencon.com
NextGen Consulting 
Leave a comment