Case study

Building Your Future Contact Centre

Client Challenges

Engaged in an organizational transformation, an organization sought Promethee to assess and reinvent the role of its contact centre to maximize its impact on customer experience.

Implemented Solutions

Promethee conducted a comprehensive assessment of the contact centre’s performance and maturity. The team defined its vision for the future to develop a contact centre aligned with the organization’s priorities and focused on human experience and customer relationships. A roadmap was developed to outline the steps for migrating simple calls to digital channels and improving the technology, processes, and human organization of the contact centre.

The changes were sequenced to achieve a positive return on investment (ROI) in the first year and improve both customer experience and employee engagement, as well as reduce costs.

Results

An assessment of available technological solutions in the market helped select a new multichannel platform better suited to the organization’s needs and reality. It will support the Contact Centre’s new mission and the ambition to create a 360-degree profile of their customers.

By Guillaume Delroeux

Guillaume is the President and leader of customer experience practices at Promethee Consultants, helping organizations with contact centres make the most of their technologies to maximize their impact and create legendary customer experiences.