Process Consulting & Excellence

Optimized operations, engaged agents, happy customers

Redefine contact center workflows using process intelligence

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

Depending on your unique business needs, we deploy the right-fit analytics– including operational analytics, churn analytics, and sales accelerator – to formulate the best course of action and achieve the desired outcomes.

Our team of data scientists and process experts meld process intelligence with over three decades of CX expertise and industry best practices, redefining contact center workflows and optimizing resource allocation.

#ResultsMatter

Home Delivery Food Retailer

US Based Retails Giant

Leading US health Plan

How we do it

Our Analytics team brings deep expertise across 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, we take a scientific approach to fulfill specific or dynamic revenue, cost, and KPI objectives. Meanwhile, call data and performance reporting provide actionable insights to guide agents and improve the customer experience.

As-is and future state process mapping

Understand existing state of CX process flow and map with target future state

Targeted process excellence management

Apply Lean Six Sigma methods to resolve specific customer service-related bottlenecks

Joint process improvement program

Comprehensive process excellence exercise to achieve E2E operating model design and execution

Delivering next-gen sales growth:
Our unique methodology

Meet operational objectives

Reduce cost to serve

Grow customer lifetime value

Increase sales and saves

What sets us apart

Skilled agents, automation, AI, and digital-first support solutions, including our proprietary SupportPredict Self-Serve Platform and Knowledgebase, to personalize experiences and accelerate path to resolution

Over 30 years of CX experience across multiple industries

KPI-driven delivery for consistent and measurable quality and exceptional CX

Flexible and scalable engagement model to identify issues, analyze CX challenges, and collaborate together

End-to-end expertise across hiring, training, operational execution, and workforce management

Industries we serve

Healthcare

Fast Growth Technology

Retail

Banking, Financial Services & Insurance

Media

Telecom

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