Examples of typical projects: People: average handling time minimization Process: liquid workforce implementation Technology: CTI optimization
We work shoulder-to-shoulder with you at all levels of your organization – from the top or middle management to the front lines. We shift management mindsets and behavior and build their day-to-day capabilities to create a self-sustaining customer operations excellence engine. We develop enduring, trust-based relationships and ensure our work delivers substantial long-term impact, enabling…
We have specific knowledge on best practices because we have done it already, working in 330+ contact centers around the world. Our team spends most of the time problem solving on the ground and supporting clients’ management to deliver impact. We offer rapid diagnostic capabilities and provide every client with flexible, customized solutions.
We serve leading organizations to deliver customized services and to develop and share knowledge. We leverage cross-sector networks to connect clients with other companies facing similar challenges. We help our clients implement optimal operations structures via similar learnings from other sectors.
Our operations thinking is linked to strategic excellence and tailored to the client’s culture. We possess a deep understanding of sector trends and customer operations practices. We respond to your specific needs with powerful tools, strong benchmarking capabilities, proprietary data, and analytics that accelerate Impact.