1. Cost
1.1. Agent
1.1.1. Count
1.1.1.1. Contact
1.1.1.1.1. Elimination
1.1.1.1.2. Elimination
1.1.1.2. AHT
1.1.1.2.1. Opimization
1.1.1.3. Response SLA's
1.1.1.4. Coverage
1.1.1.5. WFM
1.1.1.6. Absentisim
1.1.1.6.1. Agent Satisfaction
1.1.1.6.2. WFM
1.1.1.7. Attrtion
1.1.1.7.1. Agent Satisfaction
1.1.2. Utilization
1.1.2.1. WFM
1.1.2.2. Shrinkages
1.2. Contact
1.2.1. Count
1.2.1.1. Elimination
1.2.1.1.1. Analytics
1.2.1.1.2. Self Heal
1.2.1.1.3. Self Help
1.2.1.2. Deflection
1.2.1.2.1. Organizational Change Mangement
1.2.1.2.2. Phone
1.2.1.2.3. Chat
1.2.1.2.4. Email
1.2.1.2.5. Self Serve Portal
1.2.2. AHT
1.2.2.1. Opimization
1.2.2.1.1. Agent Empowerment
1.2.2.1.2. Agent Knowledge
1.2.2.1.3. Robotic Proces Optimization
1.2.3. FLR
1.2.3.1. Omini Channel Offering
1.2.3.2. Shift Left Faramewok
1.2.4. FCR
1.2.4.1. Agent Knowledge
1.2.4.2. Agent Empowerment
1.2.5. Quality
1.2.5.1. Dedicated Assurance Analysts
1.2.5.2. 100% Phone & Chat Contact - Digital Quality Assurance & Control
1.3. Infosys BPM's Process Progression Model® (PPM)
2. Satisfaction
2.1. Agent
2.1.1. Agent Availability
2.1.1.1. Omini Channel Offering
2.1.1.1.1. Self Heal
2.1.1.1.2. Self Help
2.1.1.1.3. Self Serve Portal
2.1.1.1.4. Phone
2.1.1.1.5. Chat
2.1.1.1.6. Email
2.1.1.1.7. VIP Support
2.1.1.2. WFM
2.1.1.2.1. Dedicated Workforce Management Team
2.1.2. Agent Knowledge
2.1.2.1. Live on call
2.1.2.1.1. Digital SME
2.1.2.1.2. Dedicated SME
2.1.2.2. Training Academy
2.1.2.2.1. New-Hire Training
2.1.2.2.2. Ongoing Training
2.1.2.2.3. Digital Self Learining Tools
2.1.3. Agent Empowerment
2.1.3.1. Cortex Empower Suite
2.1.3.1.1. Unified Desktop - True Omni Channel control
2.1.3.1.2. CTI Integration
2.1.3.1.3. Real Time
2.1.3.1.4. Bot Factories (Plug & Play Bots)
2.1.3.1.5. 100% Phone & Chat Contact - Digital Quality Assurance & Control
2.1.4. Agent Satisfaction
2.1.4.1. Career
2.1.4.1.1. Organizational Policies
2.1.4.1.2. Organizational Structure
2.1.4.2. Comfort
2.1.4.2.1. Organizational Policies
2.1.4.2.2. Agent knowledge
2.1.4.3. Compensation
2.1.4.3.1. Organizational Policies
2.1.4.4. Dedicated Bussiness HR Resource
2.2. Contact
2.2.1. AHT
2.2.1.1. Agent Knowledge
2.2.1.2. Agent Empowerment
2.2.2. FLR
2.2.2.1. Omini Channel Offering
2.2.2.2. Shift Left Faramewok
2.2.2.2.1. Integrated L1, L1.5 & L2 Teams structure
2.2.2.2.2. Quaterly targets on Shift Left volumes
2.2.2.2.3. Governanace framework
2.2.2.2.4. Dedicated Knowledge Manager
2.2.3. FCR
2.2.3.1. Agent Knowledge
2.2.3.2. Agent Empowerment
2.2.4. Quality
2.2.4.1. Dedicated Assurance Analysts
2.2.4.2. 100% Phone & Chat Contact - Digital Quality Assurance & Control
2.3. Infosys BPM's Process Progression Model® (PPM)
2.3.1. Phase 1 - Noiseless Operations
2.3.1.1. Operate Phase
2.3.1.1.1. Achive stable Operations
2.3.2. Phase 2 - Process Excellence
2.3.2.1. Operate Phase
2.3.2.1.1. Operations on auto-pilot
2.3.2.1.2. Develop deep process expertise
2.3.2.2. Optimize Phase
2.3.2.2.1. Continous Improvement with localized measurement
2.3.3. Phase 3 - Focus on Bussiness Outcomes
2.3.3.1. Operate Phase
2.3.3.1.1. Scalable operations geared for large scale transformation
2.3.3.2. Optimize Phase
2.3.3.2.1. Continous Improvement with bussiness value measurement
2.3.3.3. Transform Phase
2.3.3.3.1. End-to-End transformation to drive bussiness outcomes