We developed an analytics model consisting of hundreds of factors and effects, that all interact with one another. We call it the contact center eco-system.
Our analysis model contains the benchmark and best practices for each factor in a large number of industries and regions/markets. By applying the model in our contact centers – we create a tailored transformation program that yields results.
Benchmark & Best practise
A long term, common-sense strategy for your contact centre will determine your future potential. Omni Professionals will test and challenge your preconceptions and ensure that your customer experience strategy is aligned with your future goals.
Aligning goals and strategy for maximal effect.
Mapping processes, flows and structures, with focus on finding bottlenecks from a contact center perspektive.
Gathering existing data, establishing a historic value and preparing for benchmark analysis.
From the data obtained we perform a benchmark analysis through our own database where each and every function and unit is evaluated on its own.
We study the entire operations structure to look for best practise methodology.
Presentation & workshop where we go through all our findings with key stakeholders.
Action plan with all discovered actions, including priority according to targets and effects.
Report & documentation together with a business case simulation.