Performance Improvement Services

The Truth:

Products are enablers of change. Products don’t change behaviour. Products don’t re-define business process. Products don’t show organisations how to accomplish changes that are needed.

We Do.

Aspect’s Performance Improvement Services Team is a collaborative group of senior leaders and experts with deep industry expertise, world-class thought leadership, and hundreds of collective years working in the customer experience industry. We have a proven expert-led, and collaborative approach to advisory services.

In today’s world having a strategically aligned roadmap for your contact centre and customer experience is not only a good thing to have it’s a must. The data is overwhelming – customer experience is the differentiator to maintaining and obtaining customers. Based on this, it makes sense that your contact centre has a well-defined strategy, integrated with your vision on what customer service means to your organisation.

Change is happening faster than ever before, customer expectations are increasing, and organisations that fail to keep up will see revenue decrease and margins erode. Without a clearly defined path and set of expectations you are at risk of not reaching your goal, at risk of failed return on investment, and at risk of not being able to change direction when the markets shift. The best-defined marketing plans will fail if your points of contact are not knowledgeable, friendly, and effective. The best products will not be sold. The best people will not be retained. Having an executable roadmap optimises your best path forward.

At Aspect, we understand customer experience, we understand contact centres, and we know how to bring the two together.

Contact Centre Benchmarking

Compare your current contact centre capabilities and business processes with call centre industry best-in-class, your peers, and other Aspect Customers. Receive a complimentary readout session with our Performance Improvement team to discuss findings and recommendations on how to improve your current engagement strategy and customer experience.

Workforce Operational Excellence

Optimise your workforce management processes, maximise the performance of your people, and increase the return on investment from your workforce solutions.

 

SELF-SERVICE TRANSFORMATION

Transform your contact centre to maximise your self-service capabilities and elevate the role of your agents to increase your overall operational effectiveness and enhance your customer experience.