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We help companies anticipate, understand and enhance customer experience by understanding the reasons why customers contact companies for service, eliminating those reasons that frustrate customers and enhancing the quality of service provided for those reasons that benefit customers. We enhance the service provided to customers with best-in-class processes, tools and structures.

We can help you to:

Deliver a better customer experience at a 30% lower cost within 6 months
Set you up with the processes that deliver 25% per year improvements in customer service productivity year upon year
Dramatically increase the adoption and transaction completion rates in your self service applications
Reduce service related customer churn by 30%
Establish engagement of frontline staff in uncovering key insights that can improve customer experience
Define your service outsourcing strategy, evaluate and select partners, and implement governance and service level terms that enable superior customer experience
Continuously evaluate the experience your customers receive from your company and benchmark against your competitors

Our solutions consists of:

Customer Experience Strategy

Our customer experience strategy solution will help you to quantify how much improved of cash flow and shareholder value will be generated by improving the customer experience.

Outsourcing Strategy, Partner Evaluation and Implementation

Our outsourcing strategy solution will help you evaluate the best sourcing options available to you to meet customer demand for service. Our solution will not only determine the sourcing strategy but also implement the same in a way that provides superior customer experience.

Reduce Contact Demand for Service

Over 30% of customer operations workload in your contact centres, store-fronts and back offices is probably unnecessary. You can significantly improve service performance, as well as customer and staff satisfaction by systematically eliminating the reason for these calls at the root cause Our Reduce Contact Demand solution was pioneered at Amazon.com and has delivered 30% year on reduction in contacts per order.

Make Internal Quality Monitoring an early indicator of Customer Experience

Often internal quality monitoring evaluations differ significantly from external customer satisfaction measures. Typically this is due to company’s focus on measuring frontline staff compliance to procedures and policies and not the impact of compliance on end customers

Deploy the right number of resources at the right place at the right time

Our resource management solution will help you develop the necessary skills and methods to manage your resources to meet customer demand for service.

Improve Contact Centre Performance

Team Leaders and first line supervisors are the most critical piece in the performance puzzle. Our contact centre performance management solution helps you get a 10 - 15% improvement in performance in a matter of months by improving their effectiveness.

Self service design

How well are your IVR, Web, SMS and Voice recognition self-service applications working? Do you need to improve adoption of self service? Do you want to identify the best self service technologies for particular applications? Our customer self service solution helps you to improve the business case and the return on your self-care investments.

Benchmark the Service Experienced by your Customers

How well are your customers being served? Are they getting their answers on time? Are they getting them accurately? Can they understand the options they have? When do they find you frustrating? Is the service provided consistent? Our service benchmarking solution will help you access the effectiveness of your current methods of measuring customer experience, trace the experience of your customers, identify the areas of inconsistency and improvement within your service delivery and benchmark customer experience delivered by you against your competitor.

Listen and Act on Customer Feedback

Our solution allows you to systematically build the voice of the customer into the way it runs and improves its operations. Through a continuous feedback processes it can capture actionable feedback from customers across the whole customer lifecycle, increase customer satisfaction and loyalty and reduce cost of customer service operations by eliminating recurring customer problems that waste operational resources.