Contact Centre Strategy
Whether you’re setting up a new operation, partnering for the first time, bringing back your customer contact centre in-house or planning your contact centre for the future, we can help design a strategy that is right for you and delivers on the broader organisational strategy.
Designing your contact centre of the future to deliver on organisational strategic objectives across the Triple Play – Culture, Customer and Commercials.
PEOPLE
Current State
Inexperienced leadership, high turnover and speed to competency leads to underperformance
PROCESS
Current State
Manual processes, poor capacity planning causes high cost to serve
CX
Current State
The customer effort is high leading to poor CX and loyalty
INSIGHTS
Current State
Quality control is ineffective, lack of visibility and performance
ENABLEMENT
Current State
Enabling functions are disconnected and ineffective
Future State
Great careers and retention through clear pathways, development plans and strong leadership
Future State
Industry leaders in CX and expense management through elimination, automation, reallocation and redesign
Future State
The contact centre provides competitive advantage through simple, low effort customer journeys
Future State
Data and insights drive activity and real value through integrated routines and disciplines
Future State
Enabling functions use fact based insights to provide genuine value
We can help with:
Defining CX
Technology
Culture
Capability
Leadership
Partnering
Hybrid Workplaces