Defining a strategy that effectively balances a brand-worthy experience with a profitable business requires a detailed understanding of current operating models and the needs and requirements of your consumers.
Our portfolio of independent Assessment Services provide specialist in-depth analysis of operational performance and customer experience for every customer service touchpoint.
With over 25 purpose-built customer service assessment tools and methodologies, we are able to provide a thorough audit and assessment of all key customer engagement channels, including contact center operations (front and back office), IVR, online (web and mobile), retail/branch and social media.
The focus of every assessment is shaped to address the key business objectives of our clients (culminating with a rich set of actionable insights supported with quantified empirical evidence, guiding your customer experience transformation journey without compromising your service experience).
All customer service assessment findings are delivered through interactive insight dashboards, with every recommendation supported with business case calculations and expert industry commentary. Assessment services are available as standalone solutions, or as part of a broader 5 Phase Transformation Program.