IT Brain Training

8-2-619/2/1/1 Suite 304-A
Banjara Hills, Road No 11
Hyderabad, 500034

Customer Operations

For most executives, running a cost effective customer engagement organization and delivering excellent customer experience requires a high stakes balancing act. One management or execution misstep can result in excessive costs, lost customers, or negative impact to your brand. However, balance can be achieved to reach your financial and customer engagement goals.

Customer Operations services

  • Operational assessment. First step in identifying what can be done to improve customer interaction efficiency and efficacy. Compares current state with desired future state and leading practice, and identifies gaps.
  • Operating model design. Design and implementation of new or improved organizational, capability, and business models to improve customer experience and reduce cost.
  • Omni-channel effectiveness. Improving consistency, integration, and efficacy of customer interactions across customer contact channels and deploying additional channel capabilities.
  • Technology enablement. Contact center technology strategy, selection, design, and implementation guidance and oversight.
  • Sourcing strategy. Identifying and implementing enhanced approaches for sourcing operations (business process and technology) to support customer operations.
  • Transformation roadmap and execution. Creating pragmatic, executable paths forward to positively impact customer interaction issues. Driving execution and delivering results.