Contact Centre Optimisation
Contact Centre Diagnostic
Cirquent has strong operational, technical and strategic Contact Centre practitioners, with both consulting and operational backgrounds, to evaluate and improve both Contact Centre strategy and operations. We provide Contact Centre Diagnostics ranging from a high level, one day discovery of a single site, to an in depth review of a multi-site operation. We use specialists in each area to review, for example:
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Contact Centre strategy
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Customer Experience
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People management
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Process Optimisation
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Contact Centre and Customer Management Technology
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Operational Structure and Culture
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Facilities
The Diagnostics can be tailored to the specific requirements of the business but are always supported by a comprehensive methodology and a set of assessment tools and benchmarks to facilitate the review.
Workforce Optimisation
Cirquent works with clients to implement workforce and resource management improvements; the right people in the right place at the right time, in order to meet the business objectives. We advise across the whole process, from setting staff requirements as part of the annual budgeting process to allocating resource intra-day based upon immediate issues caused by resource anomalies such as sickness, holiday and unforeseen service requirements. Cirquent also advises on optimising the performance of resource management solutions or implementing new technology to support business objectives. Our services in this area also include assisting businesses in defining accurate predictions for capacity planning, assisting with the budgeting and managing the recruitment processes.
Additionally Cirquent is experienced in all aspects of performance management including training, coaching, motivational and incentive programmes.
