Our customer services engagements in the last decade have spanned the majority of service industries including work with challenger brands, cloud-based customers, and the largest corporates in NZ and Australia as well as some further afield. The common thread is the customer demand for service and typically the clients desire to lower total cost-to-serve through smarter work practices and enabling digital.
We have delivered many initiatives across small and large operations, for government, telecommunications, banking, and energy clients. These engagements range from strategies, to specific channel designs, and business change. More recently our expertise has been focussed on contact centre operating models as well as automated testing of channels into these contact centres.
Clients have expressed the fact that, for channel projects, our early engagement reduced their overall risk by eliminating probable change control and rework that results from uninformed planning and design. Our approach is to always embed each solution into your business so you realise the benefits and maintain ultimate control.
Our channel “strategy” work, on the other hand, has been praised by our clients for shaping clear pathways to improving customer service where they can reduce costs, keep pace with changing customer preferences in relation to channels they want to interact, and how to bring internal staff on the journey.
This is all part of our focus to help business extract real value from their people and systems, particularly in the area of contact centres and how the voice and digital channels is able to best serve the human support it provides.