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Nine Guidelines & 153 RFP Questions For a Customer Engagement Solution

Scott Kendrick

White Paper

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9 Guidelines for a Customer Engagement Analytics SolutionEmploy these best practices to ensure the automated customer engagement analytics solution delivers actionable results quickly.

Planning for Success: Best Practices

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Help Solidify Project SuccessBegin by bringing up one or two customer engagement contact centers, then bring up the remaining centers.

1. Start Simply.

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Don’t Deviate from ItKeep scope in check and you will achieve productivity much quicker.

2. Generate a Clearly Defined Action Plan.

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Plan the Project AccordinglyMake sure the IT team is actively engaged and participates in the planning and deployment process.

3. Engage the IT Resources.

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Focus on Short-Term ObjectivesDefine objectives and measurable areas where customer engagement analytics can have an impact quickly and demonstrate early success.

4. Focus on Quick Achievable Wins First.

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Improve Statistical CertaintyBegin the customer engagement analytics implementation with as much of the sites’ audio (and other channels) as the budget allows.

5. Mine 100% of Your Interaction Data.

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Create a Cross-Functional TeamAccelerate return on investment by driving business intelligence beyond operation or quality management to the executive suite, sales and marketing, engineer, legal and human resources.

6. Connect the Back Office to the Front Office.

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Streamline ProcessesAdopt processes that enable the organization to act quickly on new information gained from customer engagement analytics.

7. Act Upon the New Business Intelligence.

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Don’t Solely Rely On Contact Center ResourcesThere is no substitute for an experienced business analyst(s) who will use the business intelligence to recommend process improvements benefitting the entire organization.

8. Dedicate a Business Analyst(s).

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Technology Is Not a PanaceaTo achieve ultimate results, processes, people and metrics must also change.

9. Employ Change Agents.

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Engagement OptimizationJoin Engagement Optimization, an online community designed for customer engagement professionals.

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Customer Engagement Analytics Solution

Additional Resources

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