Flare Design delivers channel and customer contact strategy focused on customer satisfaction, operational effectiveness and security.
Flare are practitioners/specialists in customer service delivery strategies and enabling technologies:
- IVR including Visual IVR and Speech recognition
- Voice biometrics enablement for contact centre and digital channels
- Optimisation of Contact centres including designing performance and preference driven skill pathways and staff coaching models
- Skills based routing, desktop tools including knowledgebase, and workflow
- Virtual queuing solutions
- Digital enablement with supporting agent capabilities through click-to-call, web chat etc
…and we are able to work from ideation/initiation right through to business implementation and change.
Our clients have expressed the fact that our early engagement reduced their overall risk by eliminating probable change control and rework that results from uninformed planning and design. The approach is to embed each solution into your business so you realise the benefits and maintain ultimate control.
We have a growing number of engagements focussed on right-channelling customers to digital and spend an increasing amount of time designing innovative ways to improve performance and deliver an exceptional customer experience. Our focus is to enable clients to get much greater leverage of these solutions by step changing their operational model and capability.