Customer Experience & Contact Centre

We begin every contact centre consultancy project by reviewing all aspects of your contact centre – from the technology to the customer journey and the performance of the team themselves. We focus on the key areas that are of concern. We help clients to design their future strategy, model the costs and the performance levels, and build the business case.

A benchmark is often an excellent starting point to plan for the future. This will help us understand the following key areas:

• Cost Base – Is it as good as the market generally?
• Service Options – Are your competitors providing other options?
• Accessibility – How does your service compare?
• Service Levels – Market leading or behind?
• Customer Experience – Are your competitors better or worse?

We help reduce cost whilst increasing the performance of your contact centre provision.

In the strategy phase, our expert contact centre consultants undertake:

• Business Requirements – Your business objectives
• Technology Assessment – Assess current and develop a roadmap
• Customers – What is the best way to communicate with them?
• Channel Strategy – Voice, Web Chat, SMS, Email, Video etc
• Management Information – Obtaining the best MI
• Sourcing Strategy – In-House or Outsource?
• Service Hours – Including “follow the sun” options
• Cost – Modelling different cost options
• Service Integration – CRM, Saleforce.com, Oracle, MS Dynamics etc.

The selection of a new contact centre solution is a major decision that directly impacts the effectiveness of the business for many years to come. From our 30 years of experience as a contact centre consultancy, our objective is not only to advise on a highly functional technology solution but also one that is reliable, cost effective and from a low risk supplier. We support clients with gathering requirements, production of a specification and the full selection process. StableLogic develop specifications and manage contact centre procurements on behalf of clients on a continuous basis.  We understand the different products, suppliers and configuration options and can advise clients how these work in practice. We specialise in the procurement of both contact centre technologies and services, including fully outsourced contact centres.

Using proven methodologies, we will effectively engage with your project team to ensure the successful roll out and adoption of new technologies. Most recently, projects have included Data Network deployments, SD-WAN deployments, Cloud Contact Center (CCaaS) implementation, Cloud Telephony/ UCaaS (such as Skype for Business) and many more. Offering contact centre consulting services at the forefront of technological advances means that our project managers always remain effective in their role.