Our goal is to turn your customers into your biggest fans.
We are the industry leader in driving performance improvement in CX (Customer Experience) operations and customer contact centers. This is all we do. Since 1996, we have helped organizations in more than 70 countries improve their customer experience and brand image, gain significant and lasting improvements in their operations, and get more value out of their strategic sourcing relationships.
We believe effective operations is the key to delivering an exceptional customer experience. Working together, we will transform your CX operations to deliver just that—and improve your bottom line.
Approach
Our team of experienced consultants will quickly assess your operation and develop an action plan to close the gaps and turn your customers into advocates.
We learn about you and your business
You talk. We listen. We take time to get to know you, your team, and your customers. We immerse ourselves in your business and business challenges. We learn about your culture and brand.
We partner with you
We agree with you on the best path forward and work closely with your team to achieve your business objectives.
We use what works
We leverage several proven methodologies to evaluate your strategy, services, and operations against global best practices.
We achieve and set you up for long-term success
We equip your team with the knowledge and skills to sustain your achievements well beyond our engagement.
Solutions
We’ll help you quickly identify operational issues, and provide recommendations for your overall strategy, operational effectiveness, performance across channels, measurement methods, and effective omnichannel integration.
| Comprehensive Assessments & In-Depth Analyses |
Business Transformation Consulting
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CX Industry’s Best-In-Class Training
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| • Benchmark Review • Brand Experience Research • Competitive Analysis • Service Journey Blueprinting • Failure Modes and Effects Analysis (FMEA) • Centers of Excellence (COE) Evaluation • Sourcing Program Review |
• Service Design • Digital Customer Experience Improvement • Digital Channel Strategy • Operational Performance Improvement • Quality Program Design • Sourcing Program Design |
• Service Journey Thinking • Service Journey Blueprinting • Best Practices for Quality Management • Best Practices for Digital Assisted CX • Best Practices for CX Operations • Best Practices for Vendor Management Organizations • Mastering Workforce Management • High Performance Management Techniques • Lean Six Sigma for Contact Centers – Yellow Belt • Lean Six Sigma for Contact Centers – Green Belt |
