CX Organisation and processes
Together with you, ContactExpert creates a perfectly orchestrated interplay between directional leadership and a balanced combination of management, processes, people and performance.
The core of every organisation is a perfectly orchestrated interplay between directional leadership and a balanced combination of management, processes, people and performance. This is no different for CX organisations, but being service providers at their very core, these organisations have many specific nuances that can strongly influence the customer experience positively or negatively.
Thanks to the many successful collaborations with both large and small CX organisations, ContactExpert knows these nuances like no other and how to bend them to your advantage based on 4 working areas.
Your benefits
- Save time and effort
- Know and avoid the pitfalls
- Optimise your profitability
- Achieve higher customer and employee satisfaction
Management
- Optimise your CX organisation
- Working with a CX management or quality model
- Setting up an internal and external governance model
- Setting up a Vendor Management organisation
- Using industry standard KPIs, including benchmarked targets
- Using benchmark reporting & analysis methodologies
Processes
- Customer & Service Journeys
- Channel management
- Workforce management
- Quality management
- Reporting & Analysis
- Continuous Improvement
- Vendor & supplier management
- RFIs & RFPs management
People
- Coherent CX job profiling
- Recruitment
- Learning & development
- Maintenance of skills & competences
- Coaching & guidance
Performance
- Measuring performance
- Achieving sustainable performance
What's next?
Perhaps you would first like to have ContactExpert analyse ('screen') (a part of) the existing situation and then implement any potential improvements yourself. That's possible!