VIDA Management Consultants

Specializing in Customer Interaction

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Contact Center Process Management

Process Management

VIDA provides insight and understanding in how to manage and improve customer-facing processes. Core processes should be known, understood, documented, used consistently, and monitored. This requires training, communication, metrics and management oversight. As part of our Customer Interaction Assessment Audit, we:

• Inventory targeted customer-facing processes
• Evaluate process effectiveness along two dimensions
• Alignment with your customer strategy
• Balance of resource allocation to strategic value (task prioritization)
• Identify process owners and "chains of responsibility"
• Look for execution methodology that ensures user familiarity and consistent usage (such as documentation and training)
• Evaluate your current process improvement program
• Identify opportunities for improvement and make recommendations

Reengineering

Your customer-facing processes are your pre-defined actions to deliver your customer strategy.

We can help you better define, document, and tune-up your processes. We can work with your management team, or facilitate a cross-functional team, to integrate processes, fix broken processes, and create new processes.

Process documentation mitigates risk from key people leaving and is required as a pre-requisite for successful automation.

Process changes typically require some change management effort for successful implementation.