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Expertise
Over 25 years of experience
– Lab Experience
Contact Centres
- Define trategies & Roadmaps
- Create Inspiring Visions
- How to Build, transform and operate In-house & Outsourced Contact Centers & Help Desks
- Set-up Customer Care Units & Complaint
- Merger and Acquisitions Support
- Management Systems
- Define, Develop and Support Organizational Structures
- Define and Validate Job Descriptions
- Develop and Execute Tailor made Training & Development Plans
- Team Building & Motivation Programs
- Improve Collections & Recovery
- Improve Sales/Tele sales Conversion
- Define and prepare Service-to-Sales Programs
- Prepare and Represent Awards
- Frontline Empowerment
- Employee Experience e Employee Engagement
- Elevate Customer Satisfaction
- Increase Staff Satisfaction
- Social Media Integration
- Define Contractual Models
- Remuneration a and Incentive Schemes
- Gamification solutions
- International Benchmarks
Sales
- Define Sales Strategies & Roadmaps
- Create Inspiring Visions
- Set-up World Class Sales Units
- Improve Sales/Tele sales Conversion
- Define and prepare Service-to-Sales Programs
- Define, Develop and Support Organizational Structures
- Develop and Execute Tailor made Training & Development Plans
- Improve Collections & Recovery
- Improve Customer Retention
Customer Experience
- Health Check and Gap Analysis
- Digital Maturity Index
- Customer Experience Strategy, Framework & Roadmap
- Customer Journey
- Voice of Customer (VoC)
- Use of AI applications in CX
- Digital Customer Experience
- Customer Experience KPIs
- Breakthrough Innovation
- Customer Communication Channels
- Customer Care & Customer Feedback
- Integration of All Customer Touch Points (Omnichannel)
Operational Excellence
- Process Mapping & Design
- Back Office Process Automation (Robots)
- Standard Operating Procedures (SOP)
- Service Level Agreements (SLAs)
- Key Performance Indicators (KPIs)
- QA & QC Parameters
- MIS & Reporting
Standards Certifications
- Support in Customer Experience International Standard Certification (ICXI)
- Support in Digital Customer Experience International Standard Certification (IDCXI)
- Support in Employee Happiness and Wellbeing International Standard Certification (IEHWS)
- Support in Contact Center Standards Certification Process (COPC & other relevant)
Knowledge
Sharing
- Surveys/Studies
- Benchmarks
- Events
- Keynote Speaker
- Training Courses
- Webinars
- Podcasts and Interviews
- Papers and Articles
All the knowledge sharing activities ARE designed and customized to the identified and aligned needs and purpose.
The knowledge sharing activities can be physical, digital, phygital and hybrid.