Contact Centre CX Assessment | Quality Management & Performance | Workforce Optimization
See also: Employee Engagement
Results don’t happen overnight
Achieve excellence by sharpening processes and boost productivity
Transforming your business strategies
1.Business Performance Assessment
One-size-fits-all CX best practices may not work for individual business.
What you need is a list of detailed operational recommendations based on your company’s priorities and culture to develop a strategy for long-term business growth , scalability and profitability.
Examples of strategies includes: Establish/redesign customer roadmap to ensure optimal interaction, Establish/redesign point-to-point interaction to improve customer experience, Assessing option of adopting technology to simplify/improve business performance …
2. Mystery Shopping
Take an outside-in approach to customer interaction
See your business the way your customers do
Applying data analytics and voice of the customers to your everyday business
Mystery Shopping capture a particular perspective of the customers’ experience that complement with other feedback techniques. It is an internal feedback tool that you can use to gauge how well customer expectations are met. Using this program can prevent blind sports and create an additional focus and improve customer experience.
Check compliance to your service benchmark
Create together a brief with a checklist of area your business want to follow.
We have market experience across various industries such as Banking, Business Information, Energy Utilities, Government, Hospitality, Insurance and Logistics. Click here to find out more
3. Workforce Assessment
Drive your business forward
With the evolution of technology, businesses are often met with new challenges and needs to keep up with the pace of the market.
Our assessment workshop offer support to help you assess your business performance based on technology environment, service delivery, service quality/KPI and workforce management where our consultant can identify opportunities to increase business efficiency and spot pain points to drive your business forward.
- Consulting Diagnostics: Observation workshop and qualitative research to identify areas for improvement
- Workforce and development assessment: Aligning skills competency to KPI is important. Using a self-rate, 180° or 360° assessment can help to identify skill competency and gaps in an individual or team. Report can identify development opportunities to better shape a learning and development program that work
- Knowledge and interactive platform: Design and deploy dashboard as a place to unify and disseminate contents to all employees. The two-way engagement platform allow everyone to acknowledge, collaborate and converse with each other; strengthening the culture in the company
*Your company will be placed in one of our four stages (Handle, Control, Improve and Excel)
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Contact Centre CX Assessment | Quality Management & Performance | Workforce Optimization
See also: Employee Engagement