Contact Center Performance Evaluation

Have You Experienced One of the Following Circumstances within Your Contact Center?
• Has your Contact Center undergone any significant recent changes in traffic, staffing, or technology recently?
• Have there been any changes in the supervision or management of your Contact Center?
• Has your Contact Center operated with the same callflow design for a while?
• Does your Contact Ccenter experience seasonal changes in traffic volume and/or traffic peaks throughout the day?

If so, you will find this solution from Lantana Communication Professional Services of interest. The Contact Center Performance Evaluation is an ideal way to ensure that your Center operates at peak efficiency.

Our consultants evaluate pivotal functions within your Center, identify those that can be improved, and recommend adjustments to achieve significant gains in overall efficiency. Our Performance Evaluation touches many elements of your Contact Center operations, but its primary focus is to ensure that the CRM (Customer Relationship Management) technology within your Center enables you to keep your promises to your customers.

Key Aspects of Value to You and Your Customers
• Ensures that your Avaya Solutions investment is fully realized
• Implements leading-edge technology quickly and robustly
• Integrates the technology components within the Contact Center seamlessly
• Validates your CRM technology investment through report/result analysis

Overview
DEFINITYÆ/ MULTIVANTAGE/CMS Contact Center Evaluation ensures your Contact Center is operating at peak performance. These evaluations, which focus primarily upon the ongoing effectiveness of the technology that Lantana has provided, are recommended on a quarterly to semi-annual basis.

By taking advantage of this service, you will join our growing list of clients who find this investment not only brings the financial advantages of improved efficiency but, more importantly, that improvement translates into your ability to better serve and support your customers.

Lantana Communication Professional Services Performance Evaluation offers consulting in the following areas:
• Callflow optimization
• Recommendations for staffing
• Review vector designs and associated announcements/prompting/IVR interaction
• Review ACD reports from the CMS + CMS reports training and customization
• Evaluation of the Contact Center’s current metrics and benchmarking methods
• Avaya CMS Supervisor features
• Avaya CMS Supervisor training

Contact
Chris Shaw
Email: cshaw@lantanacom.com
Phone: 817-606-3374