Human Touch experience

Even in the "New Age", the human touch counts a lot in customer service—in fact.

Having a knowledgeable, empathic agent is even more important than speed - whether speed of response or speed of resolution of customer's issues.

Technology experience

Despite undeniable advances in call center technology, simply implementing a wider range of communication functionality does not guarantee the adoption by the customer, manifold seen in abandoned interactions due to complex IVR trees or poor live chat solutions.


SHAPING POSITIVE SERVICE EXPERIENCES


Disfullfillment of service expectations is not just an annoyance for customers. Only in the best case, it creates dissatisfied feelings among your customers that only scratch marginally on their loyalty, but in the worst case, your customer are righteous driven into the arms of your competitors. In fact, it is proven that poor customer experience delivery is often the turning point in customer relationship that causes a customer to switch providers.

 

As demanding customers set the bar steadily higher with competition being only a click away, companies must proactively search for gaps between the specific expectations of their customer groups and shape the delivery of satisfying and sustainable customer experience.

 

The path to oustanding service begins with superior customer contact operations. In all industries, companies that embrace a new approach to service delivery and dare the endevour to invest in their customer contact capabilities, harvest the merits of improved customer relationships today and position them well on the growth path for the challenging years to come. 

 

Your steps into this transformation are guided by us throughout by a stringent project methodology, leveraging proven best practices and implementation of robust technology tools.

 

We cover a variety of specialized areas, like reengineering of service processes and call flows, improvement of first-call resolution rates, development of access and routing strategies, customization of agent desktops as well as improving engagement and incentivizing of service agents. We help to build customer contact operations that creates the optimum service experience for each customer group, while it is strictly watched that the cost of service does not become a liability.