Building
customer
experience

Gartner defines customer experience as customer perception and associated feelings caused by a one-time and cumulative effect of interaction with employees, systems, channels or products of the supplier.

It is currently the most important source of management information for any company offering products and services to both individual and business customers. In times when it is extremely difficult to distinguish an innovative or unique offer, the quality of service becomes the main argument determining the competitive advantage.

Our company provides help in building good experiences. We know how to create a customer journey, how to monitor customers from a 360° perspective and how to ask them about their preferences and willingness to make recommendations. We have experience in building close the loop mechanisms that improve the most important processes in the omnichannel model – both on a daily basis and for long-term strategies.

We can help you to create a contact centre with a team committed to building a friendly workplace, and thus creating a positive customer experience. Together, we can create effective and measurable business processes and support systems to implement them – using the most modern, yet, above all, the most optimal technologies tailored to your needs. We are also able to plan and carry out implementations in demanding IT environments. Your customer will no longer be a mystery or a challenge.

Building
customer
experience

Gartner defines customer experience as customer perception and associated feelings caused by a one-time and cumulative effect of interaction with employees, systems, channels or products of the supplier.

It is currently the most important source of management information for any company offering products and services to both individual and business customers. In times when it is extremely difficult to distinguish an innovative or unique offer, the quality of service becomes the main argument determining the competitive advantage.

Our company provides help in building good experiences. We know how to create a customer journey, how to monitor customers from a 360° perspective and how to ask them about their preferences and willingness to make recommendations. We have experience in building close the loop mechanisms that improve the most important processes in the omnichannel model – both on a daily basis and for long-term strategies.

We can help you to create a contact centre with a team committed to building a friendly workplace, and thus creating a positive customer experience. Together, we can create effective and measurable business processes and support systems to implement them – using the most modern, yet, above all, the most optimal technologies tailored to your needs. We are also able to plan and carry out implementations in demanding IT environments. Your customer will no longer be a mystery or a challenge.

Contact centre more and more often implements the majority of the most important processes in the company. After all, it is the first line of contact with the customer that affects their experience, opinions and active recommendations. Interactions with customers and within the organisation through all omnichannel communication paths should be consistent and, as a result, provide the highest level of customer experience.

Customer experience
management in an
omnichannel strategy

Our solutions primarily fulfil the function of supporting and developing your contact centre on many levels, including: self-service IVR systems, automatic outbound campaigns, automatic distribution of interactions, recording systems, voice analytics, modules for assessing the quality of consultants’ work and many others – impacting the quality of customer experience in your organisation.

Customer experience management in an omnichannel strategy

Contact centre more and more often implements the majority of the most important processes in the company. After all, it is the first line of contact with the customer that affects their experience, opinions and active recommendations. Interactions with customers and within the organisation through all omnichannel communication paths should be consistent and, as a result, provide the highest level of customer experience.

Our solutions primarily fulfil the function of supporting and developing your contact centre on many levels, including: self-service IVR systems, automatic outbound campaigns, automatic distribution of interactions, recording systems, voice analytics, modules for assessing the quality of consultants’ work and many others – impacting the quality of customer experience in your organisation.

Technological
transformation
of the contact center

Due to the growing customer expectations, as well as continuous development of technology and new innovations in the field of communication channels, many companies have been opting for technological transformation. It is a huge challenge for every organisation, both in terms of change management and, above all, the selection and implementation of solutions suitable for the specificity of the business.

Our company engages in planning and implementing system changes in organisations. Starting with an audit and joint process analysis, we will help you define your business needs from a strategic and operational perspective. Based on this, we will create a list of functional requirements and recommend appropriate technological solutions along with their implementation plan, integrating them with the existing and target system and process architectures. We are able to carry out the implementation at any stage of the transformation process, supporting the areas of the project identified by your company.

Technological transformation of the contact center

Due to the growing customer expectations, as well as continuous development of technology and new innovations in the field of communication channels, many companies have been opting for technological transformation. It is a huge challenge for every organisation, both in terms of change management and, above all, the selection and implementation of solutions suitable for the specificity of the business.

Our company engages in planning and implementing system changes in organisations. Starting with an audit and joint process analysis, we will help you define your business needs from a strategic and operational perspective. Based on this, we will create a list of functional requirements and recommend appropriate technological solutions along with their implementation plan, integrating them with the existing and target system and process architectures. We are able to carry out the implementation at any stage of the transformation process, supporting the areas of the project identified by your company.

The work of people who manage large teams is full of unexpected everyday challenges. The solution for them are tools supporting work scheduling as well as motivating employees and adapting them to changes taking place in the organisation. Employees’ experiences affect the quality of their work, their willingness to stay with the employer and the way in which a given brand is perceived by customers.

Change management
and employee motivation

Our Workforce Management (WFM) systems will allow your organisation to gain full control and awareness of the processes taking place in the contact centre. This tool allows you to make informed decisions about your work schedule management based on data and reliable forecasts – instead of mere assumptions. On the other hand, the use of incentive platforms, offering mechanisms of rewards and fulfilment of business objectives in the form of interesting missions, quizzes and challenges, will turn routine duties or adaptation to changes into an engaging experience.

Change management and employee motivation

The work of people who manage large teams is full of unexpected everyday challenges. The solution for them are tools supporting work scheduling as well as motivating employees and adapting them to changes taking place in the organisation. Employees’ experiences affect the quality of their work, their willingness to stay with the employer and the way in which a given brand is perceived by customers.

Our Workforce Management (WFM) systems will allow your organisation to gain full control and awareness of the processes taking place in the contact centre. This tool allows you to make informed decisions about your work schedule management based on data and reliable forecasts – instead of mere assumptions. On the other hand, the use of incentive platforms, offering mechanisms of rewards and fulfilment of business objectives in the form of interesting missions, quizzes and challenges, will turn routine duties or adaptation to changes into an engaging experience.

Maintenance
and development
of contact centre systems

With the current level of automation of processes, communication, and forms of company management, maintaining a reliable IT infrastructure becomes the key to the functioning of any organisation. In this case, the use of external support allows you to optimise processes related to the administration of IT systems. As a result, it is possible to achieve flexibility in planning the company’s expenses, maximum utilisation of system capabilities and immediate response to any possible changes in the IT infrastructure performance.

Based on our experience and cooperation with technology solution providers, we are able to maintain your systems and ensure a stable IT environment in your company. In addition, we are able to actively present you the possibilities for improvement and development, in accordance with the objectives of both the IT and business lines. More efficient use of IT resources will also relieve your specialists, who will be able to focus on tasks that are essential for their positions.

Maintenance and development of contact centre systems

With the current level of automation of processes, communication, and forms of company management, maintaining a reliable IT infrastructure becomes the key to the functioning of any organisation. In this case, the use of external support allows you to optimise processes related to the administration of IT systems. As a result, it is possible to achieve flexibility in planning the company’s expenses, maximum utilisation of system capabilities and immediate response to any possible changes in the IT infrastructure performance.

Based on our experience and cooperation with technology solution providers, we are able to maintain your systems and ensure a stable IT environment in your company. In addition, we are able to actively present you the possibilities for improvement and development, in accordance with the objectives of both the IT and business lines. More efficient use of IT resources will also relieve your specialists, who will be able to focus on tasks that are essential for their positions.