Business transformation

Engineer better customer and business outcomes

For better customer and business outcomes

Take a holistic approach to CX transformation

Customer expectations are higher than ever. They want personalized experiences and a seamless journey across channels – whether they are utilizing self-service, speaking to an agent, or communicating on social media. This requires seamless orchestration of the customer journey.

Our Business Process Transformation Services offer a powerful blend of analytics, digital technologies, and process expertise to help your business achieve sustained CX success. With more than two decades of CX expertise and deep domain knowledge across industries, our CX experts harness analytics to perform an operational deep dive, identify gaps, and reengineer processes to elevate performance.

#ResultsMatter

Meet operational objectives

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

Reduce cost to serve

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

Grow customer lifetime value

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

How we do it

In a constantly evolving world, our Business Process Transformation services focus on delivering value – from driving adoption and usage to running lean and agile operations to delivering resolution-centered omnichannel CX.

Deploy analytics to assess current state, identify gaps, and correlate process and performance to success factors

Conduct probability-based forecasting, and variable and statistical testing to mitigate risks and improve operations

Identify use cases, re-engineer processes, design and deploy solutions and support change management

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 all 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