Interact
–At JAM IP, we know only too well that running a contact centre is a difficult business, and it is not getting any easier. Our goal is to interact with you so that we gain an understanding of your business strategy and the challenges that you face so that our solutions are tailor-made for you.
–A vital part of this process is understanding how you interact with your customers. We have several ways of working with you to define clear and measurable project goals:
- Strategic Discovery Workshop: We facilitate a senior level workshop across key stakeholders within your organisation to obtain a 360 degree view of the contact centre in light of business drivers. Based on our experience in the industry, we then report back to you our view of your strengths and where you need to make improvements, along with short term and longer term recommendations
- Customer Experience Observation: We observe the live operation of the contact centre and conduct interviews with supervisors and agents in order to assess, measure, and recommend solutions that will deliver real business benefit.
- Return on Investment Analysis: We gather statistics and perform a Return on Investment analysis associated with a particular contact centre technology
- Proof of Concept Delivery: We deliver to you a pilot of a particular contact centre technology for an agreed period of time at reduced commercial rates so that you are confident that the solution delivers business benefit.
Innovate
- As the old saying goes: the more things change, the more they stay the same. Many changes have hit the contact centre industry in the past 10 years; the internet, identity theft, and regulation from all sides. Yet the basic challenge of controlling costs while delivering excellent customer service remains the same. It is just more difficult to achieve.
- At JAM IP, we strongly believe that the only way to meet this challenge head-on is to innovate. Innovation underlines everything we do. When we interact with you, we will at times challenge you if we believe there may be a better way of doing things or if we think you are missing a trick.
- Innovation is also a vital part of our service offering. Our team of software developers are constantly designing products in response to real-life issues and opportunities. These products are both stand-alone, such as our integrated outbound dialler with SMS, and complementary to products from major vendors like Nortel and Cisco, such as our textphone and Skype connectors.
Integrate
- Too often, contact centre technology projects fail because due care and consideration has not been given to the environment in which they will live and breathe. It’s not just about the technology used to route inbound and outbound contacts, it’s not just about interaction recording, quality monitoring or workforce management. Contact centres depend heavily on front office and back office applications, local and wide area networks, and other voice and data systems.
- A vital part of our role is to tightly integrate the solutions that we provide into your contact centre environment. Our team has a wealth of practical experience in contact centre integration, including a 10-year track record of designing our own Computer Telephony Integration (CTI) software products and delivering them into mission critical environments, including 999 emergency contact centres.
