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talk to us

Process Consulting & Excellence

Optimized operations, engaged agents, happy customers

Talk to an expert

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.

process consulting

#ResultsMatter

Home Delivery Food Retailer

  • $100K
    Savings in training costs though AI-enabled training

US Based Retails Giant

  • 67%
    Reduction in time required to meet AHT targets

Leading US health Plan

  • 12
    Points increase in overall ultimate call scores - from 44 to 56

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

AI operations & bots

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
Healthcare
Fast Growth Technology
Fast Growth Technology
Retail
Retail
Banking, Financial Services & Insurance
Banking, Financial Services & Insurance
Media
Media
Telecom
Telecom

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

Everest-CX-2024

Discover new ideas, insights & solutions

AI-Enabled-Training-Drives

AI Enabled Training Drives 16% Retail Sales Growth for Home Delivery Food Retailer During Call Volume Surge

Conversational AI

Case Study

March 15, 2023

Retail-Giant-Reimagines-Agent-Training

Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%

Operational Excellence

Case Study

March 15, 2023

Robotic-Process-Automation-Targets-Order-Failures

Robotic Process Automation Targets Order Failures and Helps Cable Provider Unit Increase Sales by 90%

Operational Excellence

Case Study

March 30, 2023

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