Balance quality, cost and revenue objectives as you delight customers and motivate employees
We specialize in designing and developing efficient and effective customer service operations that support customer acquisition, retention, cost management and profitability. We combine deep expertise in advanced analytics with superior design capabilities to move quickly from prototype to full-scale deployment. We’ve helped hundreds of companies solve a multitude of service-related problems, including reducing unnecessary work volumes, improving first-time rates, placing the right person with the right job, reshaping capacity requirements, developing staffing models, radically redesigning for fast and flawless episodes, and more.
Increase in customer NPS
less process complexity and costs
Reduction in non-value add interactions (e.g., call volumes, service visits and truck rolls, store traffic redistribution)
Conquer complexity, make better decisions and seize high-value opportunities
Your finance, HR, IT, legal, real estate, facilities management and other functions can do far more than simply support the business—they can propel it. Industry disruption, globalization, demographics, regulation, digital and other forces are increasingly demanding the transformation of support functions. We have the expertise, benchmarks and best practices, tools, and resources to help you get more from your support functions than ever before.