Services
CX Operations
Assess, optimise and change your customer service delivery capabilities
CX Technology
Review customer channels capabilities, advise on optimisation and identify gaps and opportunities
CX Commercial & Procurement
Manage procurement projects, capture requirements and select the right solution
CX Operations
Operating Model design for customer service delivery
- Ensures your service proposition cost effectively meets customer needs
- Measures and benchmarks status and analyses the gap to your business vision and strategy
- Defines the future operating model, encompassing people, process and technology
- Provides a roadmap for transforming the operating model to the desired state
CX delivery capability assessment and optimisation
- A deep dive review of customer service delivery capability
- Using proven methodologies, a rapid diagnostic review operational performance
- Highlights tactical and strategic initiatives to address pain points and uplift service
- Leverages our knowledge of CX best practice and transformative technology (including AI/Predictive approaches and Process Automation)
Performance Data Analysis and Audit
Analysis and insights into performance data to inform:
- Service recovery strategies
- Cost and efficiency opportunities
- Value contact analysis; where to invest effort versus opportunities to automate
CX Technology review and support
- Review of CX technology capabilities
- Identification of the right technology tools to optimise service
- Channel optimisation; support in onboarding new and emerging technology
- Change enablement; ensure technology deployments deliver value for the business and customer
CX Technology
CX Technology review
- Review of CX technology capabilities
- Advice on the best channels for customer contact, the right tools and the optimum implementation approach
- Channel optimisation; support in onboarding new and emerging technology
CX Market Appraisal
- Identification of the right technology tools to optimise service
- Support in navigating the Contact Centre As a Service landscape
- Market testing and pricing insights
Implementation
- Change enablement; ensure technology deployments deliver value for the business and customer
- Project Management of new CX technology deployments
- Consulting support to define implantation roadmaps
Benefits and Optimisation
- Business Case drafting and support for tech initiatives
- Advice in leveraging full value from SaaS and CCAS implementations
- Consulting support in designing roadmaps to fully realise ROI on CX technology
CX Commercial and Procurement
BPO Procurement
- Helping you answer the 4 “W”s of :
- Why Outsource?
- What to Outsource?
- Where to Outsource
- When to Outsource
- Market testing and benchmarking consulting to support the business case for outsourcing
- Requirements capture, RFP drafting, selection and evaluation using our tried, tested and supplier agnostic methodologies
CX Technology Procurement
- Requirements capture, through rapid on site observations/workshops and focus groups
- Procurement strategy definition and approach
- Market engagement, and supplier assessment
- Technology implementation consulting
Partner Mediation
- Leveraging our knowledge and experience of successful BPO partnerships, we provide consultancy and support in navigating contractual and service reviews, disputes and rectification
Commercial Support
- Helping you build commercial models that move away from the traditional transactional approaches and focus more on value outcome models
- Business Case Creation, supporting you define the business benefits, costs and ROI and ROM costings
- Contractual review support-analysis of contractual value for money and support in service improvements plans
