Contact Centre Practices and Tools - thought leadership and guidance

Contact Centre “end to end” customer experience design
Taking a total experience approach to what happens from the point where customers dial your 0800 number, through to when your service promises are delivered.

Contact Centre set up, expansion, consolidation and optimisation
An integrated approach to matching customer convenience with cost-effective delivery – call flow design, CTI and blended IVR/staffed customer interaction practices.

Contact Centre workforce management business practices
Helping you understand your true workload and then matching agents in the most cost effective way through optimised staff schedules and rosters plus getting the most out of your WFM tool (from Excel to fully integrated WFM systems).

Interactive self service by phone
IVR menu design and prompt recording direction – making self-service by phone a customer success story – eliminating the “robot” experience.

Contact Centre customer experience quality management
Making the fundamental shift from Agent “call by call” feedback to trended Customer Experience Quality management practices to identify and close skill gaps at the front line.

Contact Centre outsourcing
Outsource RFP drafting, proposal evaluation and implementation management including SLA establishment and input to commercials – whole of business, after hours or BCP stand-in.