Contact Centre

At Flare Design we believe that your people are the key to delivering your business objectives. That is why much of our focus is on your peoples’ skills, behaviours, their operational processes and their goals.

Our business change programs focus heavily on engagement, involving and extracting insights from the business, and engaging staff through participation, supported by creative and consistent communications and ongoing coaching.

Our People, Organisation and Change Team focus on 3 Key areas;

  1. Technology and Transformational change – Flare has expertise in managing change, particularly for implementation of technologies and re-organisation of contact centre operating model. Throughout design, testing, pilot and implementation, our change interventions gain detailed insights that deliver change that ‘sticks’, engages employees and delivers improved customer experience and business case results.
  2. CX Coaching for Results– The CX (Customer Experience) Coaching for Results program focuses on developing the skills and knowledge of the Contact Centre Team Managers who are pivotal in delivering your service experience. The initial emphasis of the program is on raising their understanding of what they can control in order to improve the customer experience. Once this is understood we then develop their skills in ‘how’ they can coach and engage their teams to deliver a great Customer Experience.
  3. Customer Experience – Flare understands customer contact needs and with detailed knowledge of any technologies being deployed in front of the contact centre we are well placed to successfully manage the customer and staff impacts

By working with Flare you will gain access to business practitioners skilled in managing project and change who have worked on some of the largest customer experience transformation programs in the Asia Pacific Region.