“I help decision-makers make good decisions about Call Centres and Contact Centres”

20% Off all Assessments, Audits and Benchmarking bookings for December 2018 and January 2019

(Can be booked before 31 January 2019 and completed before 31st March 2019)

FREE Booklet – Essential KPIs

Whilst there are literally hundreds of well-defined standards and KPIs that have been written about for decades, after almost 40 years in the industry I have reduced these to  those that I personally consider to be the most critical in the context of driving efficiencies and productivity, whilst taking cognisance of Customer Experience as well as the business or organisation’s strategic, commercial or financial issues.

Any contact centre or Cx delivery centre will have 750+ uniquely identifiable and measurable “moving parts” and over 800 variable factors. To be effective and efficient, all elements need to be in tune and working in harmony.

 

Watch this 90-second video.

 

Using the internationally recognised SnapshotzOnline Cx and Contact Centre Assessment and Benchmarking tools, we can clearly identify the strengths and the weaknesses of your Cx delivery and benchmark your operation against over 2,500 Snapshotz user sites.

Watch this 5-minute Video Workshop

What is a “World Class Contact Centre”?  Click the icon to see the detailed definition >>>>

WHY ASSESS, BENCHMARK & AUDIT YOUR CONTACT CENTRE?

• Know how good (or bad) your call centre or contact really centre is
• Know what’s driving performance
• Know your Skills Gaps
• Know what needs be done, by when and by whom
• Know what technologies are needed
• Know exactly what to budget for

WHAT YOU GET*
• An unbiased, independent and objective SWOT
• Reports. Strategic and Operational Findings & Recommendations
• Recommendations for “Quick Fixes”
• Remedial and Developmental Plans, Task & Action Lists.
Project Plans
• The benefit of 40 years of contact centre experience

* Depending on the assessment option chosen

WHY ASSESS, BENCHMARK & AUDIT YOUR CONTACT CENTRE?

• Know how good (or bad) your call centre or contact really centre is
• Know what’s driving performance
• Know your Skills Gaps
• Know what needs be done, by when and by whom
• Know what technologies are needed
• Know exactly what to budget for

WHAT YOU GET*
• An unbiased, independent and objective SWOT
• Reports. Strategic and Operational Findings & Recommendations
• Recommendations for “Quick Fixes”
• Remedial and Developmental Plans, Task & Action Lists.
Project Plans
• The benefit of 40 years of contact centre experience

* Depending on the assessment option chosen

LEVEL 1 – Dipstick. A high-level, 50 check-point, one-day, on-site assessment with an Executive Summary Report & Recommendations.

LEVEL 2- Intermediate. A thorough, 250 check-point,two-day, on-site assessment with an Executive Summary Report & Recommendations. PLUS! ‘Quick Fix’ Recommendations.

LEVEL 3 Comprehensive. An in-depth, 800+ check-point, 5-7 day assessment with Detailed Reports, Recommendations, Action Plans, Task List, Project Plan and International Benchmarking & Comparison Report. This option uses the internationally recognised SnapshotzOnline methodology and benchmarking tools. Click the Snapshotz logo for more information about the SnapshotzOnline methodology and tools.