CX Management
We advise on how to work with indicators (KPI’s, SLA’s), how to build optimal operational structures and manage human resources, how to create an optimal work cycle for the team. We support quality through proven methods such as coaching, mentoring, listening, retraining, and staff training. We support the processes of recruitment, loyalty, and building incentive systems in project teams. We advise in the area of analytics and operational reporting. We help companies effectively manage their contact centers based on the best customer experience practices.
CX Analytics
Our experts build optimal analytical solutions. We conduct processes of integration of dispersed data sources streamlining the work of contact center managers. We prepare customized operational reports, Data Pipeline specifications, Data flow. We help you select reporting tools, data storage systems and visualize periodic reports. We support effective data analysis and goal achievement using modern and user-friendly solutions.
CX Audit
We conduct operational audits of contact centers assessing the effectiveness of processes, tools and systems used, existing indicators and the way they are measured, and motivational systems. We evaluate the adopted methods of working with the team, and of quality and purpose. We verify the fit between the operational structure and the goal, the working environment, as well as the engagement, recruitment, loyalty, and staff deployment processes. We conduct HR and payroll audits, compliance with labor law and PIP standards. We conclude each audit with a report recommending optimal solutions. We verify the validity of the adopted contact center operating methods and their compliance with best practices of customer experience.
