Partner with us to transform your contact centre into an adaptable employee and customer-centric destination
“I can’t speak highly enough of the team at The Agile Contact Centre. They are the people to work with if you want to reinvent the way your teams approach the new world of work and building purpose driven, engaged teams””
How we can help you
Deliver an engaging employee experience
The needs of the contact centre employee are constantly evolving and it’s never been more important to deliver a connected and engaged experience.
The shift to working from home has become a minimum expectation for the majority of employees, but this has created another challenge, how to keep your people engaged and connected.
For many contact centres this has created some really sticky problems to solve around attrition, unplanned absences and engagement.
And with an ultra competitive labour market the need to deliver world-class experiences is on the top of every leaders priority list, but where do you start?
There is no quick fix to solve these challenges, but heres what we know from working with contact centres:
They want flexibility and choice over when and where they work.
They want to feel genuinely connected to their leader and their peers.
They want to be fulfilled by the work they do and know that it is having a positive impact for customers, the community and the organisation they work for.
The good news is that for every contact centre there is a solution to these problems and it comes from looking at your unique operating system and the journey of your employees as they interact with leaders, the systems, technology, processes and each other.
Operational Reviews & Health Checks
Today’s contact centres operate in a volatile and uncertain environment.
Knowing where to start to solve the challenge is often the hardest part.
You may have a sense that the operation could be running better but your not sure what best practice is and what would work best in your unique environment?
You may have some specific issues you’d like to solve, such as:
Staff attrition
Unplanned absence
Employee Engagement
Capacity or forecasting challenges
Cost and budget management
Poor productivity
Customer Experience - low or poor CSAT, FCR and NPS.
What technology do we need to support and scale our operation?
Let us help. We are a trusted partner with over 25 years experience running contact centres and operations of all sizes and types and we have access to the best practice and industry experts to help get to the root cause.
Need help with implementing the solutions?
We will tailor the review to suit your needs and can also play a role in designing, prioritising and delivering the solutions with you.
Let’s have a quick chat to discuss our approach and come up with a solution that suits your needs and budget.
Customer Experience
We believe the reason contact centres exist is to make people’s lives better, not simply to answer calls.
Organisations should do this by:
Helping customers get more value out of the products and services they already have, and offering new products and services.
Make their life easier by removing the reasons they need to call, due to failing to do something or do something right.
Focus on point 2 first, so you can do more of point 1.
Let us help you understand the sources of failure demand so that you can deliver outstanding customer experiences, improve the employee experience and at the same time significantly reduce operating costs.
We do this by visualising the sources of failure demand, then through root cause analysis uncover the issues that create failures, we then quantify the impacts, prioritise the opportunities and build business cases to show the benefits of eliminating failure demand.
This is a service blueprint - it clearly highlights the points of failure that drive unnecessary interactions.
Visualising the customer experience in this way helps reveal the opportunities and pain points.
We achieve this through:
Service blueprinting - a process that uncovers the customer touchpoints, artefacts, SLAs, systems, teams, and processes involved in delivering your services to customers.
Process mapping - creates a clear picture of what needs to happen, when and by who. This ensures teams can standardise the service they provide, remove variation and then continuously improve.
Creating standard operating procedures - clarity of the steps required to be taken by teams to complete processes for customers and clarity of roles and responsibilities.
Metrics & measures - metrics should be used to monitor the experience over time so you know whether you are providing the experience you have designed, and to check if customer expectations are changing. These metrics and measures should then inform continuous improvement and future service design
Improving the change management cycle - it all starts here, processes that are designed with the customer and service teams in mind from the beginning are designed without failures from the start.
Contact Centre Leadership Training
BUILDING BETTER LEADERS
This is not training in the way you have ever seen for contact centre leaders.
We have a passion to develop leaders that people wake up in the morning and want to come and work for.
Agility is no longer good enough, we need adaptive leaders that can build strong cultures that are ready for anything.
These leaders are reflective, intentional, caring and and most of all human. They understand themselves and their people and they deliver outstanding results.
It’s our mission to partner with organisations to provide a holistic leadership development solution, not simply training.
Our approach
Operational Agility
Build resilient & adaptive teams by visualising your work and implementing simple team operating models we’ll improve collaboration, transparency and engagement within the team and rest of the business.
What we do:
Agile Ways of Working
Strategic Planning and Goal Setting
Team Operating Rhythms
Lean Change Management
Establishing self-organising teams
Setting up remote teams and work-from-home strategies
Customer Experience
We’ll help you identify where you can improve your processes and the experiences of your customers and people by taking a user focused view.
What we do:
Customer Experience Strategy
Live Chat
Chat Bots
Channel Strategy
Customer Journey Mapping
Ideation Workshops
Service Design & Blueprints
Lean Process Improvement
Contact Centre Design
Prepare you contact centre for the future by deep diving into the operating system, this is your your recruitment, training, workforce planning, coaching, KPI’s & rewards, technology. We look at each one and tune it so it’s aligned to achieving your Purpose.
What we do:
Optimise your operating model - whether its in office, remote or hybrid
Budgeting and forecasting plans
Technology implementations and support
Call quality and coaching frameworks
Adaptive Leadership
With our leadership programs and coaching you will develop leaders ready for future with the mindsets and skills to embrace ambiguity and lead productive and engaged teams.
What we do:
Training and Development Programs
1-to-1 Coaching and Mentoring
Leadership Offsites
Speaking and Key Notes
Our Clients
We have worked with teams across every part of operations
Inbound - Outbound - Credit & Lending - IT Support - Sales
Complaint & Dispute Management - Collections - Back Office - QA & Coaching
Reinventing the contact centre...one podcast at a time
Meet the real people from the world of contact centres, the movers and shakers who have a uniquely different take on the future. They share meandering and inspiring stories about their careers and what it takes to be an adaptive leader in a complex world.
For the innovators, the curious, those ready to fail we share predictions and trends on everything from leadership to technology to recruitment, to the employee and customer experience that will inspire you to be a disruptor.
Join us on our mission to reinvent the contact centre world...one podcast at a time.