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.


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.


experts running performance transformations


cost reduction


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


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.

Smart scheduling: How to solve workforce-planning challenges with AI

– AI-driven schedule optimizers can alleviate age-old scheduling headaches—reducing employee downtime, improving productivity, and... minimizing schedule-related service disruptions.

The state of customer care in 2022

– Customer experience is more important than ever—yet it has never been more challenging as companies face a perfect storm... of increasing call volumes, talent shortages, and rising customer expectations.

Social media as a service differentiator: How to win

– With customers increasingly moving their service interactions onto social media, companies have an opportunity to leverage these... channels to differentiate their service experience.

How AI-driven nudges can transform an operation’s performance

– The right advice at just the right moment can make all the difference to employee satisfaction and performance. New AI-driven... approaches are making truly personalized, real-time coaching a reality.

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.

Connect with our Operations Practice