Quite simply, we change the way contact centres are built and run.
Customer satisfaction and employee engagement are key to customer loyalty and employee retention.
We work with contact centre operations teams to transform from a traditional model to an innovative operating model based on the principles of Agile, Lean, Systems Thinking and underpinned by brave leadership.
The Agile Contact Centre delivers:
Sustained Customer Satisfaction
However you measure it, empowered and engaged team members deliver an optimal customer experience.
A Culture of Continuous Improvement
Everyone in your team cares about the purpose of the organisation and works together to improve the quality
High Employee Engagement
+ Low Turnover
Engaged employees say great things about your company, stay working with you and go above and
beyond in their role.
Better Collaboration with the Business
The Agile Contact Centre collaborates effectively with the rest of your business to improve the overall Customer Experience.
We don't sell off the shelf products or cookie cutter systems. Our consulting services and fees are tailored to you.
Depending on your specific needs: size of the contact centre, current level of performance & desired level of change. We work with your teams to design the right approach for optimising your contact centre and typically run through these 3 phases:
phase 1: Assessment
In the Assessment phase, we'll work with your leaders and team to understand the state of play.
phase 2: Implementation
The Implementation phase focuses on introducing the Agile, Lean and Systems Thinking tools to your contact centre, as well as crucial transfer of the knowledge required to achieve sustainable change.
phase 3: Consolidation
The third phase, Consolidation, involves ongoing support and coaching of your leaders and team members to ensure the tools and ways of working are embedded into your business so the change lasts.