Concept Lab

Building and continually improving an effective contact centre can be very expensive, due to the capital and time expenditure required to purchase, install and integrate premises-based technology.

However, appropriate investment in technology (particularly around intelligent call handling and speech self-service) can yield dividends in terms of reduced operational cost and improved customer satisfaction. Consequently, more and more organisations are turning to hosted service delivery for on-demand access to the latest capabilities without capital investment.

But, a risk remains. How do I evaluate and quantify the financial and operational benefit to my business, and how do I know that my customers will accept and adopt the new services that I base my business case on?

The HTK Concept Lab addresses that issue, by providing contact centres with a packaged and structured approach to:

• Evaluate advanced technology
• Quantify business benefit
• Measure customer satisfaction

A Concept Lab engagement typically starts with a half-day or full-day Technology Workshop to demonstrate and explain technologies such as:

• Biometric speaker verification
• Intelligent multi-channel self-service
• Call routing with 'say anything' speech recognition

Following on, an Application Discovery Workshop with key stakeholders can be used to identify areas for a one, two or three-month Proof-of-Concept Demonstrator or Trial, with agreed success criteria to quantify the business benefit and a detailed implementation plan to measure the customer response.

Underpinning the entire Concept Lab process is 'risk mitigation' - helping you to remove financial risk by assessing that a technology investment will generate a fast return, and operational risk by measuring the real-life enhancement to customer satisfaction.

For further information about the HTK Concept Lab, please email sales@htk.co.uk