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
Stuck in Business as Usual?
Business As Usual
Your service is static and not focused on driving improvements
Want to enhance your Customer Engagement?
Customer Engagement Strategy
The customer is at the forefront of everything you do
Do you need to improve your IT Service Operations Technology?
Technical Strategy
You're focused on technology and technical resolutions
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?
Download the PDF
IT Service Operations Top Challenges