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Optimize Operations for Digital Growth – a Managed Services Playbook - CSG International - ContactCenterWorld.com Blog

Optimize Operations for Digital Growth – a Managed Services Playbook

The forecasts that envision 50 billion connected devices by 2017 are simply staggering. The volume of data is one thing, but how communications service providers (CSPs) can apply valuable resources to transforming their business to support digital services, rather than managing data, connectivity and infrastructure, is another thing entirely. 

It’s a given that CSPs will manage the data, devices, and services associated with the connected world, but traditional operational models won’t be going away anytime soon - traditional services still require tasks such as truck rollouts and engineers to go out onsite. So, many CSPs are struggling with how to optimize these traditional operating models, while simultaneously creating and embracing the new models required to compete in a hyper-agile digital environment. The one thing both models have in common is that both are evolving and both need to adapt to, and embrace, the CSP’s changing needs.

This need to support constant change is exactly why CSPs are turning to managed services.  At the very core of any managed service is the principle of ‘continuous assessment and continuous improvement’. In fact, the notion of constant innovation sits at the forefront of any good managed service capability. 


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The need to constantly manage change is driving many CSPs to ask more of their managed services partnerships, and just focusing on pieces of the overall technology picture isn’t enough – consideration of the entire ecosystem of ‘people, processes and technology’ as a whole, must be at the forefront of any managed services endeavor. The ability to dive deep into the operating domain to align these three elements to support both today’s, and tomorrow’s business models, is crucial.

That’s where the next generation of managed services, with a service oriented, best-of-breed approach, fits in.

What do we mean? The service oriented ‘best-of-breed’ managed service approach:

1.  Is built upon collaboration stakeholders from across the business (not just IT) 

“Innovation teams” comprised of marketing, IT, product management and the managed service partner, identify business objectives, establish common goals and proactive identify issues that can create dramatic and meaningful results for the business. For example, when one of CSG’s managed services clients wanted to shorten the amount of time it took to create and launch a new product, CSG partnered with the client to approach ‘change’ as one team.  By using this approach to transform their operating model, the client is now able to roll-out new product and service releases on a sub-weekly basis to meet extremely tough competitive market pressures. More importantly, the managed services solution has helped reduce cost and turn around declining revenues and margins.

2.  Focuses on putting in place the people, processes and technology to work in harmony to drive business outcomes

Technology can address parts of the interaction, but often overlooks the whole. It is only through a holistic approach to people, process and technology that you can drive real harmony, optimization and service maturity. A service-driven approach looks at an entire process from beginning to end, and more importantly considers key things like ‘Fit for Use’ and ‘Fit for Purpose’ to drive services based on business outcomes.

3.  Puts the customer experience at the center and forefront of any service design

In the new digital era, managing and enhancing the customer experience is not just necessary but actually crucial. Customers have more flexibility, more choice and are more empowered. So it is essential that, regardless of the operating model (whether traditional or new), that optimizing the customer experience is an inherent function.

This is why a service-oriented approach to managed services is essential – it goes deep into the operating model to drive improvements and efficiencies that deliver cost optimization, improved time to market, improved operational efficiency and service predictability - all essential components to managing traditional services alongside the consumer demand for the latest digital service experience.

Source: http://blog.csgi.com/optimize-operations-with-managed-services

Publish Date: December 4, 2015 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from CSG International

Recent Blog Posts:
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Optimize Operations for Digital Growth – a Managed Services PlaybookDecember 4, 2015 5:00 AM

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