Optimisation & Remediation
Leveraging the findings from the operational health check, Contact Centre Solutions work with your team to co-design solutions that create sustainable change across the Triple Play – Culture, Customer and Commercials.
Our approach is always tailored to your business needs and ways of working. Our methodologies are flexible by design, so they can be combined in a way that’s right for you and the challenges you face. We take pride in bringing in your team to not only create champions for change, but build lasting capability that benefits both the organisation and the individual.
Tailored facilitation and executional support that addresses key performance areas for sustainable change
Operating model
Digitisation and automation
Process improvement
Productivity enhancement
Capability build
Operating rhythms and routines
Reporting and insights
CX & Engagement
CUSTOMER
CX insights, ratings, loyalty, customer journey pain points, distribution strategy
OPERATING RHYTHMS
Meeting cadences, coaching, leadership, communication, visibility (reporting)
PARTNERING
Capability, partner satisfaction, effectiveness, alignment in goals, ownership and oversight
PEOPLE &
CAPABILITY
Leadership, employee experience, talent attraction, development and retention, operating model, right people, right role, capability development, tools, speed to competency
PERFORMANCE & PRODUCTIVITY
Performance against core KPls, productivity, workflow, AHT, capacity planning, WFP, process improvement opportunities, controls
PLANNING & EXECUTION
Meeting cadences, coaching, leadership, communication, visibility (reporting)
TECHNOLOGY & TOOLS
Digital, contact centre systems, capability, utilisation, automation, AI, channel mix efficiency & effectiveness