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PROFESSIONAL SERVICES
WE MAKE
IDEAS HAPPEN

 

We simply make ideas happen

The projects developed within the Customer Service or the Contact Center, are often “mission critical” because they impact on the customer management.

For this reason, our accurate Project Management method and the tools to handle the project – as well as the skills and experience of people, are the real success factors, since they allow to limit risks, predict the critical issues and assess the solutions – as well as optimize activities and processes in compliance with the best practices saving time without improvising.

 
 

PROFESSIONAL SERVICES & CONSULTING

360 Professional Services

We have the skills and the expertise required to deal with projects ranging from the implementation of advanced CRM platforms, to the migration and implementation of Omni-Channel Customer Services, to the Self-Caring and Interaction Virtual Assistant Applications platforms, to the Knowledge Management platforms: the adoption of the method, together with the specific strategies, provides an effective increase in achieving the project objectives as well as a significant improvement in the optimization of resources and of the total costs.

 

 
 

OUR PROFESSIONAL SERVICES

 

Workforce Management Strategy

Metrics & Performance Analysis

Customer Service Cost Analysis

Customer Access Strategy

FCR Analysis & Optimization

Workflow Analysis & Design

Root Cause Analysis & Optimization

Quality Assurance & Optimization

Workforce Management Strategy

Workforce Management Strategy

Optimization in the Workforce Management (WFM) area is essential to properly manage the Operations of a Contact Center. If not perfectly faced, this area of intervention can be complex. The benefits that optimization can bring in this area are: proactive management of workforce and workloads, minimization of non-appropriate staffing situations, more effective and efficient shift management, and improved WFM processes. We work with our clients and form the Working Team on the proper WFM strategies and techniques, ensuring to determine and implement the best solutions.

 
 

3C-PROFESSIONAL SERVICES BENEFITS

Efficiency

Efficiency:

n planning the “roadmap” with the assignment of activities, responsibilities and execution times up to the project completion.

Productivity

Productivity:

by determining what is required to be done; it makes the work easier and improves the understanding of people as to what is expected of them.

 

Analysis and Risk Assessment

Analysis and Risk Assessment:

since nothing is left to fate, it is easier to find out what can hamper the expected results.

Flexibility

Flexibility:

within the plan, since it is always possible to modify it according to the criticalities and the solutions proposed in the cost/benefit ratio.

 

Quality

Quality:

ensured by the monitoring phases in compliance with the project specifications and with the fixed quality standards.

Satisfaction

Satisfaction:

of all the players involved in the project: the Teams that can work in a climate of organizational certainty, the client, since the project is completed according to the agreed timescale and budget, and the customers, who are often the recipients of the results.