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What We Can Achieve Together
Elevated Agent Experience, Productivity and Retention
Customer service research found that an improved agent experience resulted in a 22% improvement to agent productivity, 26% lower absenteeism and a 4X reduction in annual agent turnover.
Increased Customer Experience, Lifetime Value and Retention
A subset of 8 customer service best practices is shown to improve customer satisfaction by 26%, increase Customer Lifetime Value (CLV) by 8% and lower customer churn by 9% – all within one year.
Higher Contact Center ROI
A McKinsey research report revealed that shifting customer support from a cost center to profit center with fee-based support services can generate up to 20% of company revenues and increase customer lifetime vale by 1.55X.
A Better Way to Customer Service Excellence
Delivering exceptional customer service is more of a dream than a vision for many call centers or customer service organizations. It's not that they don't want to advocate for customers and maximize their contribution to the company, it's that they are not sure how to do it.
Research performed for the Customer Service Excellence report answers that question. It revealed the 9 best practices to achieve the 5 goals of improved agent satisfaction, customer satisfaction, customer lifetime value, customer retention, and customer service revenue contribution.
The 9 customer service best practices are symbiotic, meaning that achieving any one contributes to others. When pursued holistically the contact center maximizes the agent experience, the customer experience and its financial contribution to the company while at the same time lowering cost to serve.
Customer Service Excellence is our Business
We are specialists in helping Architecture, Engineering and Construction (AEC) companies implement best practices that drive customer service excellence and company revenue growth that comes from higher customer lifetime value and lower customer churn.
Our prescriptive methods, best practices and technology accelerators bring proven techniques to achieve repeatable outcomes. Our purpose-built analytics bring visibility and predictability to progress and forecasted results.
To de-risk our programs, our services include program management, organizational change management and governance oversight.
How to Achieve Best-in-Class Contact Center Results
The Customer Service Excellence Report ranked the customer service and support strategies, methods and technologies which delivered the biggest impact to the biggest objectives.
The report identifies what the top customer service leaders (i.e., the top 15 percent) do better and differently than their lower performing peers – and how they do it.
Evidence-based best practices provide prescriptive guidance engineered from the actions of the Best-in-Class to make the most successful programs measurable, repeatable and predictable.
Customer Service Insights
Research findings show the top 9 contact center best practices to achieve customer service excellence and Best-in-Class performance.Read More
Customer service research ranks what customers want from contact and call centers. Use this data to fuel your journey toward customer service excellence.Read More
Research findings show the most used and the most valuable customer service and call center technology solutions as scored by the agents who use them.Read More
The right customer service strategy targets the most important outcomes, defines the programs to achieve them and creates a roadmap for streamlined execution.Read More
Research findings reveal the 8 contact and call center best practices that consistently delivered the highest customer service quality scores.Read More
See how Customer Service or the Contact Center can apply predictive models to improve the agent experience, customer satisfaction and revenue growth.Read More
Research findings show how the Best-in-Class customer service organizations apply customer segment strategies to grow customer share, retention and ROI.Read More
Research reveals 4 steps to systemically improve customer satisfaction and the follow-on benefits of increased customer purchases, referrals and lifetime value.Read More
A 3-step CRM optimization process to advance customer service CRM software from basic operation, to advanced utilization, to world class performance.Read More