Contact Centre Consultancy

Over the course of only a few years, our working environment has undergone a fundamental change. Until relatively recently, users would typically work exclusively in the office, and in actual contact centres, whereas today the overwhelming majority work remotely (either on a part-time, or full-time basis). This new way of working creates a previously unseen set of requirements as users access services via home broadband, instead of the corporate network, and in a domestic environment which is not created nor controlled by the business. The objective is to create the same experience for agents when working at home, as they had in the workplace. There should be no discernible difference in their quality of experience, or the quality of experience they provide for customers.

Customer service itself is also experiencing a rapid shift toward the use of modern tools and technology to improve almost every aspect of the process. Each step of the customer journey can now be seen with a new perspective; actions which can be automated, issues which can be resolved through customer self-service, and steps which can be completed in new ways which delight the customer without consuming agent resource at all.

Vendors and service providers in the digital communications market recognise the wealth of opportunities which these conditions have created, and are innovating and evolving their products and services at an incredible rate. Adopting this new technology is driving success for many, allowing their business to differentiate themselves through customer service excellence and impact financial performance through the reduction of operational costs, increasing sales or improving customer retention.

UX First provide guidance for customers at every stage of their customer service journey; we can help with your first steps with simple requirements, as well as customers with advanced and complex projects. We will provide an invaluable and experienced perspective on your decision-making process, with intimate market knowledge and industry insight. Our Partner Network is continually bench-marked and reviewed to ensure we can recommend and introduce industry-leading offerings, and our experts will work with selected partners throughout the evaluation and selection process to deliver relevant demonstrations and proposals which fully addresses all of your business requirements.