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Change & Transformation - Strategic Change Design - Customer Experience
MY WORK well some of it...
Project | 01
Driving an 18% reduction in Customer Service inbound contacts...
...whilst effectively balancing Customer & Business needs, through the delivery of improved online 'customer contact' and 'help' pages
Project | 02
Making front-line managers successful - unleashing operational performance by unlocking managerial talent...
...unlocking 19% operational capacity by equipping operational managers with the appropriate skills & tools
Project | 03
Designing and embedding a Voice of the Customer program to drive both operational and culture change...
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Reducing the customers need to make contact by removing customer effort up-stream
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A new approach to coaching agents to improve consistency and improvement of service
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Alerts program focused on pro-actively recovering poor experiences
Project | 04
Unlocking departmental capacity by >20% through the reduction of 'waste' and improved process efficiency
Increasing pressure on a department to meet the changing demands of the business, within strict financial constraints meant something needed to change...
Project | 05
Leveraging collaboration to create an agile customer-centric service
Maintaining 'out of hours' contact handling services to residents whilst reducing costs
Project | 06
Implementing a manager-led transformation programme that created a sustainable step change in operational performance management resulting in a 20% capacity improvement
To see more or discuss possible work let's talk >>>
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