Customer Contact Optimization

Our biggest Contact Center Optimization practice is Contact Optimization. Using the Value-Irritant matrix to determine what and how to digitize specific reasons, what and how to eliminate completely other reasons, how to set up proactive alerts, and where to leverage more contacts, our clients have cut assisted contact rates by 20-40% per year and improved CX metrics while increasing revenue.

With Sourcing Optimization, our client have solved the nagging questions “What should we outsource or keep in house?” leading to “Where in the world should we go next to set up support operations” followed by “How on Earth can we make all of this work together?” We score and/or build and score “best-fit” BPO partners or locations, and ensure that the new operations hit the ground running.

Using Performance Optimization, our clients have used our balanced scorecard (Efficiency vs. Effectiveness metrics) and other frameworks to identify the best performing frontline employees and teams, hold on to them, and find more staff liked them.