Helping organizations deliver remarkable contact center experiences

By optimizing contact-center operations, driving effective service, and placing customer care at the heart of an organization, we guide the creation of value in customer-care operations.

Offerings

Designing a future-care strategy

Design customer-care strategies based on customer journeys, define the optimal number of sites, and outsource and offshore ratio and routing strategy.

Optimizing customer contact points

Eliminate customer pain points by addressing the root cause of contact requests, as well as defining omnichannel journeys by introducing options for self-serve digital transactions using web, mobile, app, chat bots, and interactive voice-response (IVR) systems.

Transforming customer-care operations

Take an integrated, holistic approach to customer-care operations to confirm all aspects of a center, including employee care, workforce management, performance management, technology, and quality.

Adopting service to solutions

Help customers solve their problems by using a unique service to solution approach to improve revenue.

100+

experts running performance transformations

20-50%

cost reduction

10-20%

customer satisfaction improvement

Featured videos

The future of customer care

Jeff Berg talks about the trends shaping customer care, and what an excellent customer care organization should look like in the future.

Design principles in customer care

Today’s customers expect digital service options. Hyo Yeon explains how organizations should best fulfil these expectations.

The employee journey—how analytics can drive engagement in customer care

Calls to contact centers are becoming more complex and harder to solve. Eric Buesing talks about the importance of investing in representatives for both employees and customers.

The impact of digital tools on customer care

Digital tools have a key role to play in improving customer experience. Maurice Hage-Obeid looks at how organizations can extract their full value and avoid certain pitfalls during the implementation of digital.

Contact us to learn more about our Customer Care round table meetings and site visits.

Featured capabilities

We offer clients a wide range of innovative tools and capabilities.

Diagnostic tools

Proprietary benchmarking tools—such as Customer Care 360, Cleansheet, and speech and people analytics—guide the diagnosis and benchmarking of call centers.

These are supplemented by data-driven analytics to assess the customer journey at every contact point with Journey Analytics, Employee Care, and Performance Management tools, and qualitative assessment by Platinum Standard: more than 500 best practices that cut across routing, self-service, technology, outsourcing, workforce management, performance management and other areas.

Design and implementation approach

Customer care journey redesign. Redesign customer journeys across multiple channels in an agile manner.

Advanced analytical transformation. Build use cases (such as forecasting and repeat call reduction) by leveraging multiple internal and external data sources.

Performance improvement. Change agent mindsets and behaviors and implement lean practices.

Employee learning journey redesign. Design next-generation trainings based on employee needs, define individual learning paths, and understand intrinsic drivers for employee satisfaction.

Automation in a Box. Bring together stakeholders from operations, IT, analytics, customer experience, legal, and HR to create an automated targeted customer journey.

Network Strategy. A clean state network design to best serve different types of customers.

Impact stories

Using advanced analytics to build use cases

Identifying the root causes of repeat calls with advanced analytics plays a key role in reducing call volumes.

Making the most of automation

Monetary investment in technology isn’t enough. The investment must be supported by strategic goals.

Redesigning customer-care journeys

Taking a ‘digital first’ approach to service-delivery strategy can reduce call volumes and capture savings.

Improving employee performance

Building capabilities and shifting mind-sets can have a big impact on improving connections with customers.

Optimizing call center routing

With service centers located around the world, how should critical calls be routed for customer satisfaction?

Featured insights

Collection

The care of one: Hyperpersonalization of customer care

– Hyperpersonalization will be the new proving ground in customer care. This compendium lays out four key drivers that organizations must be prepared to integrate by 2025.
Collection

The industrial revolution in services

– Weaving digital into the entire organization will require companies to raise their aspirations, expand their toolkits, and deliver... impact across the board.
Article

A new growth story: Maximizing value from remote customer interactions

– To lift remote-channel sales, focusing on analytics-based lead generation is important. But turning contact centers into real... revenue generators means boosting seven other capability areas as well.
Article

Why are your customers calling you again?

– Getting to the bottom of why customers keep calling your contact centers can generate significant savings. And result in happier... customers.
Article

How to capture what the customer wants

– Companies often fail across digital channels because they are insufficiently aware of the real needs and preferences of their... customers across omnichannel journeys.

Technology talks

The Rise of Super-Human Agents

While human touch in digital age becoming more important AI can significantly boost agents' emotional intelligence and improve overall contact performance. Raelyn Jacobson and Grant Riewe talks about the human role in customer care of the future.

The Power of Analytics

Given the increasing power of advanced analytics and machine learning customer care could take an advantage from it. Maurice Hage-Obeid and Paul Kline talk about benefits and challenges of advanced analytics implementation for customer service.

Omnichannel overtakes Multichannel

Raelyn Jacobson and Paul Kline discuss how omnichannel differs from multichannel and if it is worth to create an omnichannel customer care.

Conversational AI – Believe the Hype

Maurice Hage-Obeid and Grant Riewe explain what conversational AI means for customer care and how companies should get started with it.

Meet Our People

Jorge Amar
Partner, Stamford
Works with telecommunications companies to drive the changes needed to improve overall customer experience while also controlling...
Jeff Berg
Partner, Southern California
Advises executive and frontline leadership teams in the development and implementation of new operating strategies, with a focus...
Eric Buesing
Partner, Stamford
Advises senior executives and frontline leadership teams in both strategy and implementation of sales transformations, customer-service...
Raelyn Jacobson
Associate Partner, Seattle
Supports clients in driving service operations and customer-experience transformations with a focus on health and wellness and...
Sören Jautelat
Partner, Stuttgart
Leads next-generation operating model transformations, with a focus on clients in advanced industries
Felix Kalkum
Associate Partner, Cologne
Helps clients navigate technology transformations and technology use for improved customer service, with an industry focus on...
Paul Kline
Senior Expert, Dallas
Focuses exclusively on customer-care operations across all industries—from financial services to hospitality to healthcare—for...
Dr. Julian Raabe
Partner, Munich
Specializes in holistic customer experience and customer-care transformations, deploying next-generation technologies, advanced...
Hyo Yeon
Partner, New York
As a leader of McKinsey Design’s global team, works closely with clients to ensure the use of a customer-centric approach to creating...

Connect with our Operations Practice