The world is moving towards omni-channel solutions to make the contact center or front office operations more efficient. Data, despite being the most important part of front-office operations, remains partially explored. It’s time to explore it completely go beyond the traditional transformation process and uplift your front office operation to the next level. Contact centers continue to remain the backbone and front runners of driving Customer Experience, irrespective of industry type. Currently BPS industry is valued at $175 Billion, but front-office contact center leaders face the daunting task of managing efficiencies, productivity, and other KPIs while keeping costs in check. With a lack of intelligent data-driven insights, it becomes further challenging to identify the root cause and take corrective actions.
This whitepaper will cover how TechM’s unique proposition for Digital Contact Center Transformation enabled via Process Mining and deep Analytics and driven by Predictive Analytics and machine learning will completely change the way friction between processes is been identified and how the processes within contact centers have been managed traditionally. Amidst this pandemic, having a robust solution like this is even more valuable. Contact centers are swamped with volumes due to the closure of stores and workforce challenges; businesses need intelligent insights to optimize performance and cost.
