If you lead Contact Centres or Customer Service, you can lose sight of emerging issues or believe issues are too entrenched to change. Our approach provides insights beyond your reports and updates, giving you a roadmap for improvement.
We all know that the best intelligence often comes from the frontline. We engage your Contact Centre team, Team Leaders and Managers and garner insights and feedback that can otherwise be overlooked.
We also can engage your customers on your behalf.
Customer Service Managers manage multiple stakeholders, their teams, KPIs and tight timelines. We support your Managers as we provide a independent assessment of current state, risks and opportunities. This can help Managers focus on the things that matter, often removing unnecessary measures or tasks.
We have built our model on years of experience, and the motto of Keep It Simple. Our consulting approach is easily understood by all stakeholders and delivers Contact Centre and Customer Service results, a roadmap and recommendations.
Our typical approach is to undertake the check-up depending on the size of the Customer Service team, in less than 2 weeks keeping costs low.
We offer a follow-up assessment and ongoing coaching to supplement as required.
Our Principal Consultant, Michael Clark, has practical experience leading award-winning customer service. He brings this experience, and a track record of successful delivery to each check-up.
Your products and services do not matter. They are not as important in how you attract and retain your customers.
Do you know what does matter?
The experience you give them. Customer experience is the key battleground with 4 in 5 customers deeming the experience you provide more important to their decision to buy, or remain, than your products or services.
Now think about how you prioritise inside your organisation. You probably have product teams lead by product owners - this approach embeds siloes and roadblocks for your customers.
Now take a step back and consider your competitors. Similar products, similar offers… the only reason you don’t lose more customers is apathy.
Customer apathy is not a strategy to success. Our Customer Service Check-Up and CX Advisory Services can help you build and retain loyal customers.
We offer an obligation-free initial discussion so why not book a 30-minute virtual meeting now and discuss how our Check-Up can help you improve?
This service is a Business and Management Consultant dedicated to Contact Centres and Customer Service.
CXTT Consulting
Sydney, New South Wales, Australia
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Customer Experience, Technology and Transformation