Consultancy

What we do is simple, we drive customer experience, efficiency and revenue
through the application of strategy, process improvement and technology.

Contact Centre & Customer Experience

CX Strategy

CX Strategy

defining a usable strategy you can present to your board, with an as-is, to be and migration plan, we’ll build a business case and action plan to deliver your required outcomes and objectives.

CX Transformation

CX Strategy

end-to-end design, project management, implementation, integration, configuration, management and support for your entire CX technology ecosystem

Omni-Channel

Omni-Channel

combining voice, web chat, email twitter, FB, webchat & chatbot to deliver a frictionless customer experience

Speech & Text Analytics

Speech & Text Analytics

analytics enables the analysis of millions of calls, emails, web chats and tweets to discover customer insights and improve contact centre performance. Nothing informs more about your business than analysing your customer interactions.

Performance Management

Performance Management

from delivering well organised data to your management team in a format they can use, to gamification for customer facing staff, Performance management has stepped up recently.

Automated Quality Management

Automated Quality Management

using speech and text analytics to automate 90% of your quality assessment process across EVERY customer interaction, saving valuable QA resource.

Desktop Analytics

Desktop Analytics

understanding what happens at the desktop, drives efficiencies. It also allows process automation and wfm in the back office.

Work Force Management

WFM

effective WFM now has to contend with social channels, back office processing and blended inbound/outbound which creates a whole new resourcing challenge. You ready?

Hosting, Telecoms & Networks

Hosting, Telecoms & Networks

your technology ecosystems has to live somewhere, let us worry about Gcloud, AWS, Azure, the bearers and the SIP.

speak with our team today

IT Service Operations Transformation

IT Service Operations Review

IT Operations Strategy

defining a usable strategy for your CTO, with an as-is, to be and sensible migration plan and action plan which drives value through IT Operations into the business
Customer experience Elephant

Stuck in Business as Usual?

Business As Usual

Your service is static and not focused on driving improvements
white dog

Want to enhance your Customer Engagement?

Customer Engagement Strategy

The customer is at the forefront of everything you do
white chameleon

Do you need to improve your IT Service Operations Technology?

Technical Strategy

You're focused on technology and technical resolutions
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Is your strategy delivering Business value?

Dynamic Strategy

Your IT service operations are forward thinking and you have a fluid strategy in place

Challenges delivering IT Service Operations?

IT Service Operations

Download the content below and contact us if you would like to have a chat

Want to accredit your IT Service Operations?

Certification and awards

Delivering or enhacing your SDI SDC score, ISO 20000, ISO27001 and supporting you on your journey

Do you need to deliver an IT Service Transformation programme?

IT Service Operations Transformation

Is your service aligned to your cloud, digital transformation and customer engagement strategy? Is your ITSM platform optimised and delivering you value?

Is your IT Service Model ready for a cloud transformation?

Cloud Strategy

Changing from supporting services on premise to on cloud requires a totally different support model, are you ready for this?

Want to know the challenges inspiring the strategy?

crack the code