Description
Oracle CCT Consultant
Background
Our customer sees a trend showing a continuously increasing number of customer contacts over phone, e-mail, chat, social media, IVR and FAQ's due to changed customer behavior and increasing complexity of our range and services. As a consequence the cost for the Customer Support Centres are increasing rapidly and will continue to do so if no proactive actions are taken. Additionally to the increased volumes we are already phasing challenges with delivering a good customer experience in the Centres. The cost is currently increasing due to lack of sufficient tools that can make interactions more efficient and the scattered IT-landscape does not give possibilities to have a single view of the customer, where optimized contact handling is enabled. We will start a pre-study that will look at the opportunity to improve and harmonize the current situation in the Customer Support Centre and make the operations more efficient with improved customer experience by focusing on the following capabilities: Contact Management (including telephony, email, chat and social media), Knowledge management, Feedback Management and Report Management.
Tasks
We are looking for two consultants that can assist our customer in the pre-study with Customer Service and Contact Centre subject matter expertise.
The main tasks in the assignment will be/a day at work will look like:
Example of pre-study tasks:
- Assist in writing user stores and business requirements
- Map user stories and business requirements towards the target platform
- Assist in blueprint definition
- Assist in business process definitions and development.
Profile
Knowledge:
The consultants should have business knowledge of Oracles offer in the Contact Centre area and preferably knowledge from our client's Customer Support Centre setup.
The consultants should have:
- Documented experience from other large retailers and from the Customer Service area and Contact Centre area in particular.
- Documented experience in business requirement work and process development
- Experience from taking a senior role and act as an expert in the field
Required skills:
1. Business requirement and analyses, Senior skills
2. Oracle's offer in the Contact Centre area, Expert skills
3. Business process development, Senior skills
4. Call Center Contact Management capabilities, Senior skills
5. Call Center Knowledge Management capabilities, Senior skills
Preferred skills
1. Call Centre Telephony solutions