Our Services

Delivering a premium customer experience is about finding issues in your business before your customers do. And when you don’t, being humble and creative enough to listen and solve them.

Customer Journey Mapping

Customer Survey Strategy Definition

Top Contact Analysis & Solutioning

VoC Program

Lack of knowledge in staff results in lack of trust from customers, slow and redundant processes, and high attrition rates. By equipping staff with the right information at the right time, they can focus on what they do best - connecting with customers. Below are key solutions we offer to knowledge gaps in your Operation:

Training Needs Analysis

Outsource Training Development

Internal Certification Programs

Internal [Employee] Knowledge Information Architecture Design

External [Customer Help Center] Knowledge Information Architecture Design

Strong hires can completely change your team culture and company success. The wrong hires can take months or even quarters away from focusing on your business goals. Do it right the first time with these tried and true methods of hiring & building the right teams:

Operations Organization Design & Hiring Program

Customer Experience Organization Design & Hiring Program

Customer Service Agent Hiring Program

From defining the strategic projects your teams will invest their time in, to understanding the best times to use people over process, organizational efficiency can be examined and improved with measurable results through the offerings below:

Workforce Efficiency Assessment & Improvement Plan

Process Assessment & Reengineering

Company or Organizational Planning (Quarterly, Half, Year)

Operational Cadence Definition & Implementation

Creating consistent outcomes for your customers and for your business allows for you to make targeted improvements over time. Defining & enforcing the way your customer facing staff interact with your users is critical to preserving the Customer Experience and driving innovation within. These services will help you get there:

Quality Assurance Program Development

Quality Assurance Scorecard Development

DSAT Analysis & Solutioning

Fine tuning the skills of your growing leadership team is a full time job–let us help you do it. We believe everything starts with level setting where your employees need to be, and providing them with tools and coaching to grow to the next steps in their careers. This keeps them thriving and your business reaps the benefits of well rounded professionals. These offerings are key to getting your team there when you need some additional support:

Skills Matrix Development

Operations Management Coaching & Development

Manager to Director Mentorship

Internal Mentorship Program Development & Implementation

Implementing new technology can radically change your business and the lives of staff and customers. But we firmly believe the right infrastructure has to be in place and the right assessments must be done to get the most out of your investment. We can help you make the right decision based on your requirements that have a lasting impact:

Vendor Comparison Analysis

Technical Implementation

Self Service Implementation Plan

Tech Stack Analysis & Consolidation Recommendations

There are important decisions you have to make in your business in order to scale, we have experience gathering all the inputs and forming recommendations that are in businesses best interest – seeing beyond today, but thinking about when businesses 2x, 10x, 100x. We can help you think about how to grow with the following strategies:

RMA & Warranty Process & Policy Design

Operation Team Outsource VS Inhouse Assessment & Recommendation