Customer Service Operations
Our Customer Experience Management consulting practice spans all the facets of the end to end customer experience. Our seasoned consultants have at least 25 years of experience in their field of expertise. We help our clients build their customer experience strategy through customer journeys design and put it into action in their operational contact centers.
Our philosophy is to build long lasting partnerships with our clients by helping them strike the balance between cost optimization and customer experience. We will spend our own time with our clients assessing their processes and applying our Four Steps Optimization Methodology:
- Review our clients’ processes and procedures to identify opportunities for process changes to eliminate unnecessary transactions
- Put the automation lenses on the processes to ascertain opportunities to migrate transactions in self-service options such as IVR, Web and other digital channels
- Segment all the transactions using various characteristics to recommend the appropriate outsourcing strategy to a lower cost delivery channel
- Apply the Lean Six Sigma methodology and Robotics Process Automation to optimize the processes to improve customer experience at a reduced operational cost
We help our clients to develop an integrated customer experience management strategy across the organization by leveraging people, process and technology.
People: Human Resources Management
- Training, eLearning and curriculum development
- Leadership training
- Job descriptions
- Performance goals alignment to corporate strategy
- Performance management and evaluations methodologies
- Performance based scheduling
- Recognition programs
- Employee experience programs
- Change management
- Job descriptions design
- Interim management
Process: Operational and Customer Experience
- Customer experience journeys
- Customer relationship strategy
- Customer satisfaction surveys design
- Human factors and user experience
- Quality management
- Outsourcing strategy
- Forecasting and scheduling
- Process improvement and re-engineering
- Customer effort reduction
- Benchmarking
- Site selection strategy
Technology: Assessment
- Telephony platforms including ACDs cloud or on-premise
- Multi-channel and skills-based routing optimization
- IVR, including speech recognition and text-to-speech
- Web self-service, web chat, email, mobile apps and social media
- CTI
- CRM
- Knowledge Management tools
- Workforce management tools and applications
- Performance scorecards
- Quality monitoring and call recording
- Voice of the Customer
- Reporting and advanced analytics tools
- Robotics Process Automation