Optimisation review - alignment of tehcnology to business objectives
TelstraClear's contact centres cover over 300 seats in multiple locations and are a critical front-line to customers, as well as being a show-case for technology. Voco was engaged to:
- Perform an optimisation review to quantify recommended changes to processes, people and technology, as well as recommend specific targets for improved scorecards
- Address specific questions on the options for technology upgrades and propose a roadmap for implementation
