Unified Communications Consulting

Customer Success Discovery

At inputLLC, our team begins most of our consulting engagements interviewing the executive team (in person or virtual). Your leadership team (CEO/CFO/CMO/COO/VP’s) will provide “input” on their requirements. We listen and document executive objectives to make sure your customer experience project aligns with executive priorities.

In general, most executive goals include increasing revenue, reducing costs, increasing productivity and improving the customer experience. However, customer success executives know, building a culture of customer success spans the entire organization, and starts at the top with the executive team. Each and every member of the executive team at an organization must be laser focused on the customer.

Our Process

Traditionally, contact centers are seen and operated as cost centers, hence the focus on operational efficiency and efficiency metrics such as AHT or Occupancy Rates. Even if the center provides revenue, it may still not be considered a strategic asset for the organization! If the center is not viewed as a strategic asset, why would the organization want to invest in it?.

What if we could bring added value (outside of increased revenue or reduced costs) to your organization? What is it that a contact center can contribute to the organization that would be considered ‘Value-Add’? In general, companies value contributions to:

Customer loyalty that drives profitability
Company learning that leads to innovation and growth
Professional partnerships that build strong relationships/understanding within the company

In order to deliver these, contact centers need to focus not only on the Operational Excellence (Core processes) but also on ‘Value-Add’ processes. These are the processes that leverage the unique position of a contact center so that it becomes a strategic asset for the organization.

As the contact center industry continues to mature, it becomes more and more important to invest in and continue to improve these Value-Add processes. Focusing solely on Core processes (Operational Excellence) is a one-way street that reduces the value of the contact center (real and/or perceived) in the eye of the executives, while Value-Add processes can turn the contact center into a true strategic asset.