Solutions

The self-assessment has been developed by selecting a subset of the items we evaluate in our CX Capability Maturity Model / Future-State Visioning workshops and presenting them in a form that will allow you to self-assess your organization’s current-state capabilities across the six key process areas that most impact an organizations ability to achieve its CX goals and objectives.

The assessment is offered free of charge and without obligation and is an excellent way to begin socializing the need Customer Experience optimization within your organization. Click here more information on our CX Capability Maturity Model / Future-State Visioning workshops.

Our Customer Engagement Assessment is designed to provide clients with a thorough analysis of their current-state customer interaction & engagement capabilities as well as actionable recommendations on how they can improve operations in order to improve the overall customer experience.  The assessment includes the following:

• Complete IVR Utilization Assessment
  • Complete Dial-through Testing (all menus/prompts (DTMF & Speech), announcements, and automation*)
  • Reporting Analysis
  • Entry/Exit Point Handling
  • Error Handling
  • Code Analysis (Optional, if applicable)
  • Best Practices Review
• Complete Campaign Utilization Assessment (Outbound, multi-channel)
  • Campaign Triggers, Setup, and Management
  • Campaign Execution (content)
  • Campaign Reporting Analysis
  • Campaign Configuration Review (Optional)
  • Best Practices Review
• Chat/SMS/Email Utilization Assessment
  • Analysis of web/app chat configuration and session initiation
  • Analysis of Auto-response Templates
  • Channel & Resource Utilization Reporting Analysis
  • Automation Review
  • Best Practices Review

Upon completion of the assessment, clients will be provided a full analysis of all channels reviewed including a detailed assessment of how each channel is used, opportunities for Customer Experience improvements or improvements to operational efficiency as well as how the organization’s use of both self-service and customer segmentation/differentiation align to best practices.