Cooperatively and objectively assessing challenges, exploring new possibilities, and ultimately empowering an organisation to make decisions with confidence. The QPC Consulting Team has many years experience of analysing contact centre challenges, recommending and implementing change within contact centres and customer service environments. Simply, they are able to ensure that new and existing people, process and technology are aligned to meet your strategic and operational goals.
- Industry experience and expertise based consultancy
- Cooperative consulting that ensures empowerment of your contact centre staff
- Solutions customised to meet the needs of your specific customer service challenge
- Flexible engagement terms that ensure you receive the right amount of assistance when you need it without the need to commit to long-term engagements
- System agnostic consulting independent of the technology solution your centre employs delivered at an unprecedented level
Customer Interaction Strategy Consulting
Your Customer Interaction Strategy describes the means and manner by which your contact centre interacts with customers. The objectives of this strategy define what your contact centre wants to achieve through its customer interactions.
QPC Consulting can assist in the creation of your Customer Interaction Strategy, assessing the effectiveness of each of it’s core components before helping you to develop an effective plan that creates the necessary congruence between the contact centre’s strategy and the wider organisation’s strategy to ensure you receive the support needed to meet your evolving customer interaction challenges.
Performance Management Consulting
Contact centre performance management is the collection, organisation, publication, and use of contact centre quantitative and qualitative data in a manner that provides actionable insight into your contact centre’s performance and your customer’s response to that performance and your organisations presence in the market.
There are lots of reasons why your performance management framework may not be achieving this objective. QPC Consulting can help you address the challenges and get your performance management strategy back on track.
Quality Management Consulting
Contact centre quality management is the monitoring, measurement, coordination and discipline to ensure the organisation’s customer interactions are undertaken in a manner compliant with the defined standards for those interactions.
There are lots of reasons why your quality management framework may not be achieving this objective. QPC Consulting can help you address the challenges and get your quality management strategy back on track.
QPC WFM Consulting
Contact centre resource management is the planning, coordination and discipline to ensure the right number of correctly skilled consultants are available to efficiently and effectively answer customer enquiries, supporting a positive customer and consultant experience.
There are lots of reasons why your resource management practices may not be achieving this objective. QPC Consulting can help you address the challenges and help you get the benefits contact centre resource management promise.