Technology Audit

With sky high service request volumes, multiple service delivery channels and terabytes of data to manage and store the days when a Contact Center could operate without technology and automation are long past. Investments in technology are second only to investments in people in size and importance. But are you really getting the most from your tools and systems?

The Contact Center is a technologically complex environment, requiring high volume, real time interactions among many types of systems and tools to enable the staff to serve your customers. Tyche consultants are familiar with the latest technology developments and the most effective ways to utilize these resources. They can identify important technology gaps and recommend solutions, suggest configuration or process changes to help you get more from your existing environment and highlight unrealized opportunities that you can capitalize upon. It all starts with a Technology Audit.

A Technology Audit will provide an assessment of the completeness and effectiveness of your technology infrastructure for each of the five major categories of Contact Center technologies:

• Telephony – including automatic call direction (ACD), interactive voice response (IVR), speech recognition and end-user equipment.
• Data Networks – including internet access, web-based tools, computer telephony integration (CTI), computer telephony (VoIP) and network infrastructure.
• Incident Management – commonly referred to as call/ticket/problem management systems or customer relationship management (CRM) systems, this is the indispensable core technology of the Contact Center.
• Knowledge Management – including reference tools, customer self-help systems and symptom-solution diagnostic systems.
• Reporting and Analysis – including databases, analysis tools and report generators.

Technology utilization must be considered within the context of your Contact Center’s objectives, customer expectations, staff skills and training, services provided and the available capital and operating budgets. A Technology Audit ensures that your technology environment is optimized within these real-world constraints.

You look to your investment in technology to streamline your operations and improve the quality of your results, but are you getting the most you can from it… now you know!