Case Studies

OUR CLIENTS

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Customer Journey Transformation
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Contact Centre Review
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Programme Management
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Complaints Management Customer Journey Transformation
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Customer Journey Mapping (Repairs)
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CRM Requirements, Selection and Implementation
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X-centric Operational Benchmark
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Optimisation Implementation
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Pre-Sales Performance Optimisation
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Customer Contact Consolidation
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Digital Review and Improvement
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Investigations Optimisation
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Operating Model Optimisation Review
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Strategic Roadmap for Operational Change

Strategic Roadmap for Operational Change
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Contact Centre Baseline and Performance Improvement
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Digital Strategy Implementation
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Pan-European Service Desk Review
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Digital Strategy
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Customer Journey Mapping
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Operating Model Optimisation
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Customer Experience Optimisation
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Outbound Dialling Evaluation
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Service Operations Consolidation Feasibility Study
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Target Operating Model Development
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Outsourcing Pilot Set-up
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Operational Performance Improvement
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Outsource to Insource (Commercial)
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Operational Performance Improvement
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Outsource to Insource (Home)
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Customer Experience Strategy
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Cloud CRM Change Management
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Change and Transformation Strategy
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Call Centre Routemap
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Contact Centre Strategic Review
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Direct Sales Contact Centre Review
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Strategic Telephony Review
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Station Call Handling Analysis
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Online Shopping Call Centre Review
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IVR Best Practice Review
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Customer Engagement Centre Review
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Call Centre Review
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Outsourcing Project Management
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Operational Cost of Failure Insight
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Forecasting and Planning Review
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Workforce Management Review
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Call Centre Benchmark and Improvement
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Outsourcer Call Handling Review
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Call Handling Strategy
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Back-office Operational Improvement
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Dialler Management Process Definition
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Strategic Business Transformation
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Risk Management Programme Planning
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Brand Development Programme Management
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Customer Survey Tool Selection
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Homeworking Business Case
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Outsourcer Selection
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Outsourcer Audit and Benchmark
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Centralisation Business Case
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Operational Performance Improvement
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Outsourcer Selection
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IVR review
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Centralised Helpdesk Business Case
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Customer Call Handling Review
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Workforce Management ITT
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Operational Improvement
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Managed Telephony ITT
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Technology Blueprint
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One-stop Shop
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Customer Experience Strategy Review
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Operational Improvement Review
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Operational Blueprint and Implementation
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Consolidation Feasibility Study
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Call Centre Benchmark
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CRM Strategy and Call Centre Business Case
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Interim Sales Management
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Re-branding Programme Management
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Workforce Planning Optimisation
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Predictive Dialler Optimisation
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Change Management Planning
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Contact Centre Benchmark
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Operational Planning Review
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Workforce Planning Optimisation
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Operational Improvement Review
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Store Call Handling Review
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ACD Improvement
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Web Channel Definition
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Call Centre Consolidation
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Process Improvement and Migration
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Multi-channel Contact Centre Blueprint
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Process and Metrics Review
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Call Centre Technical Evaluation
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Systems Integrator Selection
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Stephen Peattie

Graham Hoskins

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