CC Consulting

Our customer experience consulting services stem from over a decade of experience and expertise gained in hundreds of completed projects. We provide internal audits of customer service structures, training for managers, specialists and consultants. We provide advisory services for contact center operations based on the in-depth know-how of our experienced trainers, managers and specialists.

Explore our CC consulting services and find out how we can support your business.

CX Business Processes

We advise on how to model the organizational structure of the contact center. We map processes and prepare libraries of procedures in the area of customer experience. We conduct workshops and system analyses of contact centers. We advise on how to streamline data flow and increase process efficiency. We will design your call center and ensure that it provides only a positive customer experience.

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.

See also

Ewa Depta
Sales Director

Please contact us: ewa.depta@oex-vcc.com