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DSC Tech Library
This section of our technical library presents information and documentation relating to Contact Center technology and Best Practices plus software and products.
DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.
The following article presents product or service information relating to contact centers and customer service help desks.
Building a Business Case for Contact Center IT Investment
Page 5
BUSINESS CASE TIP #6
Voice of the Customer.
The best way to challenge “what everybody
knows” is through Voice of the Customer
(VOC) methods. The VOC is a strategy and
system for continually tracking and updating
customer requirements.
There is a broad array of techniques that can
help an organization collect external customer
input, assess and prioritize the requirements
that emerge from this input, and provide
ongoing feedback to the organization. VOC
tools include market research methods,
requirement analysis concepts, and data
mining technologies, such as data warehousing
and Online Analytical Processing
(OLAP).
Yet, when building a business case, it’s
important to strike the right balance with a
VOC approach. Getting too involved in VOC
methods at this early stage can lead to “analysis
paralysis.” On the other hand, presenting
some well conceived VOC inputs can really
bolster a business case.
From our experience, customer surveys are a
good, lightweight way to incorporate VOC
into your business plan without getting in too
deep. Here are some pointers to keep in mind
when using them:
- Customer surveys can be an important way
to determine the proper drivers of
customer satisfaction.
- Customer surveys can be difficult to
execute, however, because customers are
usually better at describing what they don’t
like rather than what do they like.
- Translating what the customer says into
meaningful customer requirements is at
least a two-stage process. The first stage
involves transforming what the customer is
saying into statements that have direct
meaning for the business. From there, one
can more easily decipher the actual
customer requirements.
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CRM Contact Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.
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