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Many factors can create a need for re-evaluating your contact centre strategy and performance, such as: mergers or acquisitions, migrating to VoIP, designing a virtual contact centre, building a solid information technology plan for the future.

Our expertise in the contact centre industry allows us to work with our customers in order to understand their challenges so that we can provide them with a comprehensive contact centre strategy that leverages our proven industry experience.
Our Consultants are able offer objective advice on industry best practices in order to align business, customer contact and technology strategies across the enterprise.
Our business consultancy services include:
·         Customer Experience Strategy – analyse the existing customer experience by reviewing the various customer contact points, including self-service, inbound and outbound interactions and determine the best strategy in order to improve customer experience and ensure a consistent brand across all contact points.

·         Self-Service Strategy – assess self-service opportunities in order to determine the best strategy in deploying self-service.

·         Technology Migration Strategy – develop a migration strategy for your contact centre technologies, including the migration to VoIP.

·         Virtualisation Strategy - Design a multi-site contact centre operation that optimises resources and performance.

·         Metrics Strategy – Identify and recommend KPIs, reports, dashboards, and analytical tools, and the technology plan to provide the right information to the right people.
After defining and developing the contact centre strategy, we can help to execute this strategy with our Professional Services.