Strengthening the Customer Experience
The use of digital media and the centrality of the customer experience require that companies go through a real change of paradigm in addition to the acquisition of new operational skills.
We help companies to understand and improve the customer experience by analyzing all the contact points (phone, e-mail, chat, social media, and IVR self-service). To this aim, we developed a unique methodology based on the value of the Customer Experience, a model of assessment and of analytical evaluation between the interaction with the customer (VoC) and what is able to increase his/her satisfaction to fix the priorities and find out the value-added services to invest in.
We help you to define the most appropriate indicators (KPIs) for your in-house or outsourced Customer Service, to implement the BI systems and applications to constantly monitor the operations and to improve the performance.
We support your Customer Service Management Team in:
- Finding the proper balance between costs and quality
- Turning the Contact Center into a company asset able to strengthen the relationship with the customers and their own satisfaction.