Requirements for New Tools/Systems

Engagements

Client: Gartner
Challenge: A large contact center wanted to evaluate the feasibility of deploying a client self servicing function in order to handle projected increases in customer inquiries with fewer resources.

Solution: BPA documented the various activities required to process client requests for Gartner analyst meetings or research materials. We created a simulation model to estimate the impact of automating various steps of the process. After defining the impact of automation on the process in terms of financial savings and improvements to customer satisfaction BPA created detailed business requirements that were passed on to the internal development team.

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