We understand customer contact behaviour and offer a unique balance of technology, innovation and human interaction expertise to enable your projects to deliver. It sounds simple, but it’s about acknowledging and dealing with the hard parts of the project where our experience places you on the front foot. Right now many of our clients are refreshing technology, shifting to the cloud, or dealing with the new operating challenges post COVID and driving performance through decentralised resources and WFH models.
Practitioners. Our Flare Design people are practitioners, rich with experience in every aspect of contact centres. Most relevant today is experience in realising the value of ‘cloud’, and critical user centred designs to create digital pathways and optimisation of workforce practices, many destabilised post COVID. Our practitioners can help from ideation to implementation and business change. We have deep expertise in customer service delivery.
Testing. Our testing knowledge accelerates the approach to delivering assurance. The Flare Design people operate differently. The how is proactive so we’re not waiting to be told what to do. The Flare team engage stakeholders to improve QA practices and have fine-tuned their craft to meet business as well as technical solution needs. The team is rich with experience in every aspect of the deployment of technology in front of, and into contact centres. They consider not just the technology but the impact to agent workflow and the operating model
We bring to the table a jump start with cloud contact centre enabling technologies and domains including banking, telecommunications, utilities, and superannuation. Underpinning this is the ongoing focus on automating the processes and maximising the DevOps opportunities.
Anaytics and Review. We offer a customer contact analysis service that could be as simple as an “as is” review of your existing operation or incorporate more comprehensive research into your multichannel capability and how these all align to your customer expectations and value proposition. Our analysts know exactly how to extract insight around the performance of your customer self-service channels, including IVR or chatbot, and also pinpoint the data that illustrates opportunities to re-think your human support model to take advantage of the enabling technologies.