Business process optimization

Optimize operations for engaged agents and happy customers

For engaged agents and happy customers

Create value across the CX value chain

Streamlined contact center operations help drive efficiencies, improve agent engagement and retention, and cut operational costs, in turn leading to improved CX and loyal customers.

Our team of data scientists and process experts leverage over two decades of CX expertise and industry best practices to deploy the right analytics, depending on your business need. The focused solutions – spanning operational analytics, churn analytics, and sales accelerator – provide insights to formulate the best course of action for achieving the desired outcomes.

Make social media your CX superpower

Reimagine Customer Experience on Social Media

Drive business impact

Meet operational objectives

Lower agent attrition
Reduce regulatory risk
Innovate and implement new support models
Measure marketing outcomes

Increase sales and saves

Improve conversion rates
Develop cross-sell/upsell strategies
Boost average sale value
Reduce returns
Increase customer retention rates

Grow customer lifetime value

Increase customer satisfaction
Minimize customer effort
Improve call quality
Eliminate call drivers
Enhance omnichannel strategy

Reduce cost to serve

Expedite agent speed-to-proficiency
Enable digital containment
Optimize AHT
Reduce transfers and escalations
Maximize FCR

#ResultsMatter

Business process optimization creates high impact outcomes for a leading retailer.

Speed to proficiency improved by 67%

Call quality scores increased by an average of 14%

Average handle time decreased by 19.6% in first 2 months

Customer satisfaction jumped to 91%+

How we do it

Our analytics team brings deep expertise in areas such as data and probability analytics, software engineering, process improvement, and statistical correlation modeling. Using methodologies such as data sampling, statistical tests, gap analysis, and value stream mapping, the team takes a scientific approach to fulfill specific or dynamic revenue, cost, and KPI objectives. Call data and performance reporting provide actionable insights to guide agents and improve the customer experience.

Step #1

Data Capture - Transform raw data such as interaction dialog into structured data

Step #2

Categorization - Further refine data by categorizing potential drivers such as agent behavior, and applying filters

Step #3

Insight Generation - Uncover hidden patterns and drivers behind success markers like customer satisfaction and sales conversions

Clients choose us for our

Digital tools &
tech capability

Consistency of
results

Top-notch security & compliance

Hiring & retention success

Adaptability & collaborative partnership

Awards & recognition

We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX