Page 55 - HSCR Slides - delegate version_Neat

Engaging with Business Decision Makers

Head of Pain Points Questions Implications
Customer
Services Contact center 1. How do you measure the Contact centers often
efficiency and
Customer efficiency of your contact use expensive IT
Loyalty
centre team. solutions that are

2. What collaboration tools do difficult to justify, yet

you use for communicating the benefits are

with customers? recognised.

3. How do you measure and Aim to focus on one or

track customer loyalty? two key processes

4. How are your customer care and find out where

processes supported by IT improvements can be

applications? easily monitored and

5. What challenges do you face measured.

by delays in bringing new IT Explain how Cloud

applications into service? Services and Hosted

Collaboration is ideally

suited to customer

care and how it can be

delivered on a pay as

you go/grow model.