What Are Opportunity Types?
Opportunity Types categorize Inquiries into quadrants based on two key factors:
Is this inquiry valuable to the business?
Is this inquiry valuable to the customer?
By understanding these classifications, organizations can:
✅ Identify areas for improvement
✅ Optimize processes
✅ Measure the success of initiatives and projects
Common Opportunity Types
1. Enable Self-Service
💡 Valuable to customers, but not essential for live-agent support.
These interactions provide value to customers but are not cost-effective for the business to handle in a contact center.
Goal: Migrate as many of these inquiries as possible to self-service or automated channels.
2. Make It Easier
💡 Valuable to the business, but a burden for customers.
These inquiries are necessary for the business but require too much customer effort.
Goal: Simplify these interactions to improve the customer experience.
3. Pain Point
💡 Not valuable to the business or the customer.
These interactions do not provide value to either party.
Goal: Eliminate these inquiries whenever possible.
4. Value Generating
💡 Beneficial to both the business and the customer.
These interactions contribute positively to the business (e.g., revenue-generating interactions).
Goal: Optimize and enhance these interactions to maximize impact.