The Flare team have been the owners of many customer service operations and implementations so we talk from our experience have been business owners long after projects have concluded. We know the nuances of what is required to drive the long-term transformation in behaviour that is needed to make the change “stick”.
The team includes a significant amount of practical business ownership/experience in:
- Banking channels including online, ATMs, cards, phone sales, contact centre, phone banking
- Teleco channel strategy and ownership
- Energy retailers, customer and channel management
- Government service strategies including tax office, student loans, child support, welfare, customs, primary industries, families and maritime
- Online strategy and management
- Running large contact centres
- Developing emerging channels
- Managing knowledgebase teams
- Delivering desktop tools
- Workload distribution/routing
- Self-service channel management