Strong Business Case – Big cost and customer wins
Low cost deployment (Relatively). Its not a simple design but it is mostly through existing platforms and interfaces.
Most of the skills you need are within your existing operation. It’s a connectivity programme using your existing contact technology more efficiently and driving towards efficient contact.
Parts of GCR are already being delivered – Visual IVR, Jacada toolkit & others
Issues to be considered include:
The impacts of this design change include Culture and Training as well as all the technology. The drive for more innovative customer interaction strategies is starting to use different flavours of GCR to deliver a better customer experience. In this case better is cheaper & quicker. However traditional technologies will have to be integrated with new things and these technical issues will be part of how you are able to derive the benefits. For example you might want to Facebook & Skype to provide routing data
If you have a large audience of consumers with smart phones then there are some big financial wins but if you an ageing audience at home the benefits are there but on a much smaller scale.
The question is not IF you will move customers to GCR but WHEN and HOW?