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.