Customer Experience Consulting Services

CUSTOMER EXPERIENCE CONSULTING

A deep understanding of the ideal customer experience along with data from millions of interactions provides the foundation of our consulting practice. We recognize the needs of customers across the industries we serve and provide the support, processes, technology, and analysis to enhance their journey.

WHITE PAPER

CONSULTING SERVICE AREAS

Customer Experience
Program Implementation

Strategic Investments
Customer Touchpoint Documentation
Industry Best Practices
Customer Feedback Methods
Interaction Process Improvement
Implementation and Project Mgmt.

Quality Assurance Services

Quality Program Design
Automated and Manual Monitoring
Industry Best Practices
Operational Model
Business Tracking and Analysis
Agent Coaching Methodology
Recording Software Selection

Contact Center Optimization

Queue Mgmt. and Scope of Support
Scorecard and KPI Success Measures
Industry Best Practices
Process Mapping and Documentation
Customer Feedback Integration
Site Assessments

Technology Consulting

Automation – Robotics; AI
Care Delivery Tool Selection
Analytic Technology Assessments
Configuration Support
Implementation Project Mgmt.

Analytics Consulting

Speech/Text Solutions
Analytic Strategy and Design
Data Integration and Consolidation
Visualization Tools
Web Reporting and Delivery

Our
Engagement
Models

eClerx Customer Operations Consulting offers flexible delivery and engagement models that help you address your short and long-term needs.

  • We utilize industry experts that have created, implemented, and managed world-class customer
    experience strategies and tactical approaches.
  • The combination of our technical and operational methods allows for immediate execution.
  • Our results are measured by increased revenue, lower costs and greater customer satisfaction.

Our Engagement Models

eClerx Customer Operations offers flexible delivery and engagement models that help you address your short and long-term needs.

  • We utilize industry experts that have created, implemented, and managed world-class customer experience strategies and tactical approaches.
  • The combination of our technical and operational methods allows for immediate execution.
  • Our results are measured by increased revenue, lower costs and greater customer satisfaction.

DELIVERING QUALITY AT SCALE

eClerx’s consulting hybrid approach is supported by:

  • SMEs with real-world product knowledge
  • Process and operations expertise
  • Extensive pool of skilled onshore and offshore resources

Through joint problem solving, hands-on solutions development and service excellence, we help our clients cost-effectively plan, execute, and deliver mission-critical objectives across all areas of their business.

DELIVERING QUALITY AT SCALE

Our process-driven engagement solutions can be configured to respond to any business, need or challenge. eClerx’s consulting hybrid approach is supported by:

  • SMEs with real-world product knowledge
  • Process and operations expertise
  • Extensive pool of skilled onshore and offshore resources

Through joint problem solving, hands-on solutions development and service excellence, we help our clients cost-effectively plan, execute, and deliver mission-critical objectives across all areas of their business.

HOW WE ENGAGE

Services

  • Change and implementation consulting
  • Business process management
  • Consulting and staff augmentation

Delivery

  • Direct placements at client locations
  • Onshore and offshore support
  • eClerx’s onshore and offshore delivery centers

Commercials & Pricing

  • Fixed
  • Transaction-based
  • FTE-based

To find out how we can help advance your business goals, contact us today.

Contact Us