Services | Customer Experience Partners

Services.

Rapid Business Assessment - a 4-6 week engagement, assessing all areas of your organization, including people, processes, and technology. This assessment included interviews with key leadership and functional management areas, with a readout that provides specific targeted & actionable recommendations
Strategic Roadmap - a more-detailed engagement than the Rapid Business Assessment, which also includes interviews with key leadership & functional management areas, and assessments of key customer-facing areas. This detailed roadmap is presented with recommendations for technology improvements, organizational changes where needed, key performance indicator targeting, and areas with potential for process improvements.

Business Process Redesign - Assess current state, identify opportunities for process improvement or optimization, and develop the future state to capture value in efficiency improvements and reduced handle times
Customer Journey Mapping - create and document how customers interact with your company, across multiple channels and touch points. This includes persona definitions, customer phases, and identification of friction or customer frustration points
Change Management - utilize structured Change Management models to assist in transitions within organizations, whether they be based on org structure, technology, performance management, or processes that are changing.
Robotic Process Automation (RPA) - identify opportunities and potential target areas for business process automation, including approaches that utilize Machine Learning (ML) and Artificial Intelligence (AI) models.

Technology Assessment - review your technology to determine alignment with corporate and customer engagement strategies.
RFXs (Requests for Proposal/Information) - define & document requirements for new technology solutions, create & track scoring for vendor responses, manage interactions with vendors, and facilitate the selection of technology vendor solutions.
Business Continuity Planning - assess, create or revise, make recommendations and document your emergency response or disaster recovery plans.
Program/Project Management - provide program and/or project management for technology upgrades, implementations, and change management related to new technology solutions.

Key Performance Indicators (KPIs) - assess existing KPIs and targets, goal setting, corrective action plans, and continuous improvement structuring.
Personal Accountability Reporting - create a structured plan of target metrics and KPIs, with each level of reporting focused on the metrics that are within each person's control (aligned to organizational design).
Custom Dashboard & Report Development - create, deploy, and implement customized reports and dashboards specific to your organization to improve performance visibility.

Organization Design - assess current state and provide recommendations on organizational design using a variety of organizational models and roles & responsibilities (e.g. RACI, GOES, GOSP).
Staffing - assist in recruiting, hiring, and training of contact center personnel.
Third-Party Outsourced Providers - assist in and facilitate the selection, implementation, measurement, and management of outsourced third-party contact center providers (BPOs, or Business Process Outsourcers).
Voice of the Customer (VoC) Programs - assess, recommend, and improve capabilities including quality, speech analytics, compliance, and customer surveys.
Workforce Management & Command Centers - perform assessment of and make recommendations for forecasting (long-term & short-term), scheduling, and real-time management of your contact centers.