01 Vision.
Today we can’t just focus on traditional communication (typically voice inbound telephony) anymore, as more and more customers are switching to digital channels such as messaging and social media platforms. With messaging, a single communication can consist of many asynchronous messages. This is one element that leads us to expect that the total volume of communication will increase which will lead to higher pressure on contact centers.
Customers want to receive the best service possible, so representatives need to be able to access customer cross-channel history and find the right information in a timely manner. In order to offer 24/7 support and to handle the large volume of customer contacts we also have to think about automating certain elements. Obviously, bots will have to rely on the same information in order to give information consistent with what they receive via other channels.
With all this comes an increased need to use (state-of-the-art) technology. Since you are an expert in your own field of expertise and want to focus on your business and people, you can count on an independent technology expert to guide you through the maze of technologies. Together we will make the most use of your existing platform or chose the correct future-proof solutions.
Customers want to receive the best service possible, so representatives need to be able to access customer cross-channel history and find the right information in a timely manner. In order to offer 24/7 support and to handle the large volume of customer contacts we also have to think about automating certain elements. Obviously, bots will have to rely on the same information in order to give information consistent with what they receive via other channels.
With all this comes an increased need to use (state-of-the-art) technology. Since you are an expert in your own field of expertise and want to focus on your business and people, you can count on an independent technology expert to guide you through the maze of technologies. Together we will make the most use of your existing platform or chose the correct future-proof solutions.
02 Services.
What can we help you with
Audit/optimization of existing infrastructure
What is the status of your existing infrastructure: is it up-to-date, are you paying for unused licenses or is something missing.
We know from experience that it is not always used to its full potential: sometimes people haven't adopted the latest features after an upgrade or some small changes could make a difference. Are you effectively using your communication channels or are you thinking about using new communication types? Get in touch for guidance and best practices. Functional analysis
We know from experience that you're having a hard time talking to the engineers in order to have something implemented. And vice versa!
We've been there. Stress no more, we can be the link between business and technical people. We can also offer you the extra capacity needed in a flexible way, so you can off-load your own people. Let's talk. Support your digital transformation
Staying on top of current and new technology is what keeps you ahead of the competition. How do you keep track of emerging trends, such as AI and cloud?
Or maybe it's time to integrate your contact center with your back-office applications to assist your staff and start automating more. |
Help define a CX strategy
Your existing solution has been in production for a while and you want to prepare for the future. How should you organize the contact center of tomorrow, what channels do you need to offer, when?
Let us help you define the correct strategy, build a roadmap and create the business case. Training and change management
Have you on-boarded new advisors, added a new site or even acquired another business. Surely you'll want to have your agents and supervisors trained on the efficient use of the software tools.
We offer assistance in introducing new tech and the changes (and opposition!) it inevitably brings. Otherwise a refresher on how to use the tools could be welcome. Acquire new technologies
We can inspire you with new solutions and technologies that could offer added value to your company, such as chatbots.
We will assist you in preparing for RFPs and evaluating/selecting new technologies. |
We are passionate about technology and customer contact and want you to make the best use of this powerful technology.
03 Background.
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As a passionate customer experience consultant with a strong technical background, I understand what it takes to prepare for a customer driven company with the use of innovative technology.
Specialized in traditional and omnichannel contact centers, I focus on complete solutions that integrate with existing tools and applications, such as MS Dynamics CRM, Salesforce, SAP, Oracle, Zendesk. Extra functionality is delivered via state-of-the-art applications and technologies utilizing machine learning, AI, big data, … to create the most complete and efficient environment. Having worked at leading technology vendors I am well positioned to present solutions and vision to both business and technical audiences. After all, technology is just an enabler, we have to fit it in your existing infrastructure and processes and guide the employees through this change. |
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DROP US A LINE
If you'd like to find out more, please get in touch:
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info@technologi.cx
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+32 495 59 71 09
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address |
we are where our customers are
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