Page 44 - HSCR

Engaging with Business Decision Makers

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

Customer Loyalty team. solutions that are difficult
2. What collaboration tools do you to justify, yet the benefits
use for communicating with are recognized.
customers? Aim to focus on one or
3. How do you measure and track two key processes and
customer loyalty? find out where
4. How are your customer care improvements can be
processes supported by IT easily monitored and
applications? measured.
5. What challenges do you face by Explain how Cloud
delays in bringing new IT Services and Hosted
applications into service? Collaboration is ideally
suited to customer care
and how it can be
delivered on a pay as
you go/grow model.