Our recent work includes:

• Leading a programme to create a “Single View” of customer product holdings and contact history.
  
  
• Developing operational customer experience “practice and principles” and defining customer satisfaction baselines
  
  
• Restructuring contact centre operations to reduce volumes through enhanced First Contact Resolution across multiple centres and geographies
  
  
• Leading a programme to improve multi-channel customer experience through the implementation of new robust and cost effective processes
  
  
• Creating MI dashboards to track and report on customer experience across multiple channels and to identify and highlight potential business improvements
  
  
• Managing projects that included infrastructure improvement, process off-shoring and customer experience enhancement.
  
  
• Mystery shopping, customer satisfaction surveying and real-time customer feedback collection