Challenged by all the Contact Center
technologies and vendors?

 

Confused by the myriad of reports and statistics being produced and what KPIs should be used?

 

Are your Contact Center Operations struggling?

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Helm Communications provides you with personalized technology Contact Center solutions to improve your business.

Helm Communications provides your organization with personalized consulting solutions that enable you to confidently select the Contact Center technology solutions that best fit your business requirements. We work with you to understand your business, assess your operations and identify areas of improvement.

Helm Communications is a consulting organization focused on Contact Center technology and operational improvements. Working with applications such as contact routing (ACD), IVR, CRM, work force management, quality assurance, authentication, speech and data analytics, we ensure the designs put in place meet your business requirements to improve customer satisfaction and overall business performance. Through assessments and performance reviews we help organizations move to the next level of customer engagement.

Are you challenged by all the products, vendors and marketing hype?

Helm Communications specializes in assisting customers choose Contact Center Technologies, separating out the marketing hype from the what is really available, while focusing on what technologies would best fit your business and your budget. We ensure that your Contact Center technology adoption aligns with your overall technology and customer access strategy road map.

There is exponential growth of Contact Center technologies and vendors, especially in the Cloud / CCaaS space, which has provided customers with numerous choices and at the same time lots of confusion and noise!

There are hundreds of cloud and premises-based Contact Center technology solutions and vendors in each of the following areas:

  • Cloud – UCaas, CCaaS
  • Omni-channel, multi-channel, integrated channels
  • Contact Routing, Skills-based Routing, Sentiment Routing
  • IVR, Auto attendant
  • AI, Bots
  • Big Data, Analytics, Dashboards
  • Speech recognition, verification, authentication
  • Fraud detection
  • Customer Journey mapping and analytics
  • Knowledge Management
  • Quality Management (voice and other channels)
  • WorkForce Management
  • CRM, CXM, CEM
  • CSAT, NPS, Customer Loyalty, Customer Effort
  • Employee Sat, Employee Engagement
  • WFH (work from home), Remote Agents”

No contact center technology roadmap and customer access strategy?

It is an important exercise to go through before adopting any technology and Helm Communications has a defined process to get your organization through this process efficiently, outline a Contact Center technology roadmap that works within your overall IT architectural framework and will take you to the next level of customer engagement and organizational success.

Wondering what next channel of communication your organization should pursue?

This can be identified quickly by utilizing current customer trends, your customer interactions and data, along with defining your organization’s Customer Access Strategy. Each organization is different and one approach does not fit all. Helm Communications considers whether you are in public or private industry, retail, insurance, utilities, travel, health, insurance, software applications, and so forth, and we work with your organization to:

  • define your customer access strategy,
  • define what channels to enable,
  • create a Product Vendor Scorecard for choosing the appropriate application and vendor,
  • ensuring training for the new channel is well thought out and planned,
  • along with a defined implementation plan.
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Confused by the myriad of reports and statistics being produced yet there is a lack of ROI? Confused by what KPIs should be used?

Contact Center applications (contact routing, IVR, workforce management, quality management, CRM, KM, website, NPS, CSAT, Employee Engagement) deliver a plethora of data and reports to the Contact Center. Focusing on the right metrics to measure progress and drive the desired behaviors from your Contact Center operation managers, supervisors and agents is key to moving your organization forward.

Helm Communications has focused on Contact Center statistics since their first implementation of Contact Center routing designs – the routing design of any vendor’s products has an impact on both historical and real-time information. Understanding how different vendors report on customer contacts and agent actions, along with how they calculate formulas in their tool, is vital to understand.

One size does not fit all. Every level within the organization requires different information from the contact center statistics. Helm Communications can make Contact Center statistics and reports meaningful, understandable and relevant for all levels of the organization:

  • C-Level
  • Marketing
  • Contact Center Managers
  • Supervisors
  • WFM
  • QA
  • Agents

Wondering why your Contact Center Operations are struggling?

Usually a SME (subject matter expert) from within the organization is promoted to a supervisor or managerial position within the Contact Center. These individuals may be SMEs in their area of expertise – insurance, health care, travel, banking, nursing, consumer products – yet managing individuals within a Contact Center and understanding Contact Center dynamics is different from other department. It is not that the principles cannot be learned, it is usually completely overlooked. This is why most Contact Centers are struggling.

Helm Communications offers Contact Center Assessments and within that assessment we look at the Contact Center organization structure, roles and responsibilities, outlining where gaps in education and training exist. We offer educational courses and seminars on Contact Center Principles and Operations and other methods and resources to get your Contact Center Operations aligned, your employees understanding Contact Center dynamics and moving forward.