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Contact Centres Australia
Contact Centre Strategy
Contact Centre Strategy
Contact Centre Strategy

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

Contact Centre Strategy

Current State

Inexperienced leadership, high turnover and speed to competency leads to underperformance

PROCESS

Contact Centre Strategy

Current State

Manual processes, poor capacity planning causes high cost to serve

CX

Contact Centre Strategy

Current State

The customer effort is high leading to poor CX and loyalty

INSIGHTS

Contact Centre Strategy

Current State

Quality control is ineffective, lack of visibility and performance

ENABLEMENT

Contact Centre Strategy

Current State

Enabling functions are disconnected and ineffective

Contact Centre Strategy

Future State

Great careers and retention through clear pathways, development plans and strong leadership

Contact Centre Strategy

Future State

Industry leaders in CX and expense management through elimination, automation, reallocation and redesign

Contact Centre Strategy

Future State

The contact centre provides competitive advantage through simple, low effort customer journeys

Contact Centre Strategy

Future State

Data and insights drive activity and real value through integrated routines and disciplines

Contact Centre Strategy

Future State

Enabling functions use fact based insights to provide genuine value

We can help with:
Contact Centre Strategy
Contact Centre Strategy

Defining CX

Contact Centre Strategy
Contact Centre Strategy

Technology

Contact Centre Strategy
Contact Centre Strategy

Culture

Contact Centre Strategy
Contact Centre Strategy

Capability

Contact Centre Strategy
Contact Centre Strategy

Leadership

Contact Centre Strategy
Contact Centre Strategy

Partnering

Contact Centre Strategy
Contact Centre Strategy

Hybrid Workplaces

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