For a total benefits project, a BPO client needed to migrate 100 IVR applications for over 60 customers to the CSI shared IVR services platform. This gave our project managers an opportunity to redesign the existing IVR scripts to provide an improved caller experience with more direct access to the features and information they use [...]
Filed under: BPO, Centers of Excellence, Continuous Improvement | Leave a Comment »
Shared IVR services clients all strive for cost savings. However, CSI’s program managers look at all customer contact goals to determine ways to help our clients achieve their goals. In one case, a BPO was tasked by a state government customer to reduce an abnormally high abandon rate for a state health services call center. [...]
Filed under: BPO, Centers of Excellence, Contact Automation, Continuous Improvement, Cost Savings | Tagged: BPO, Continuous Improvement | Leave a Comment »
2008 brings another exciting addition to Contact Solutions: a new Continuous Improvement Organization. Continuous Improvement has been a major part of our Centers of Excellence story, and in the past, leadership of this function was shared by various individuals and is now a fully staffed, directed position. This organization is getting off the ground to [...]
Filed under: Centers of Excellence, Contact Automation, Continuous Improvement, Cost Savings, Shared IVR Services | Tagged: Continuous Improvement, Cost Savings, improved automation | Leave a Comment »
