Contact Centre

Contact Centre

Positive customer experience is absolutely fundamental to any organisation regardless of sector. In a world of change and acceleration of digital adoption, the difference between a truly engaged, loyal customer, who participates on channels of their choice, and a transient, disloyal customer, is extremely fine. This narrow margin is easily measured in terms of loyalty and is directly driven by ease of engagement. Of course, net promoter scores (NPS) and customer satisfaction (CSAT) scores are important metrics, but they do not track the quiet, disillusioned customers who simply switch their allegiance to a competitor – you only track these customers by a loss in revenue, identified long after the customer has left you.

Contact centre technologies offer organisations the essential business tools and applications to facilitate the engagement of highly skilled teams offering expert led conversations with customers, who are keen to interact with your organisation. Done well, the reality of achieving a true win-win outcome is not only possible but a key success factor in business growth and brand reputation. Do it wrong and the business impact can be disastrous, protracted and extremely expensive to reverse.

We will assign you a Lead Consultant who will work with you to help redefine your customer experience model and requirements. Drawing on our industry knowledge, we are ideally positioned to independently advise on aligning the most suited providers to your requirements and help oversee the cloud migration process. Typical projects we are privileged to work with our clients on include the following:

  • Omni-channel engagement (phone, email, text, social)
  • Migration to cloud – contact centre as a service (CCaaS)
  • Workforce optimisation (WFO)
  • Analytics and reporting
  • Outbound contact strategies
  • Self-service optimisation
  • Artificial intelligence (AI) and bot
  • Workflow automation
  • API and CRM integrations

Our Contact Centre & Customer Experience consulting model is founded on four pillars consisting of some of our key services:

We need to understand where we are, what we have (telephone & cloud assets), why we communicate (analytical data), how we communicate (processes), what your cost to serve is (analysis), what we need to achieve (business strategy & goals), what our customers want and how they want to engage with us

  • Set our strategy

Define our strategy, build the business case, create our technology specification and plan our Customer Experience Roadmap

  • Implementation

Project management approach, risk mitigation, budget controls, procurement support, analytical models, change support and delivery

  • Refine

Post live assessment against Customer Experience Strategy objectives, business enablement and optimisation with feedback into the next phase

Importantly, at Trig Point we are independent consultants and can draw upon our wide experience and in-depth knowledge gained by working with some of the industry’s leading vendors including Genesys, AVAYA, Mitel, Enghouse Interactive, Five9, NICE InContact, Anywhere365 and Twilio, to name but a few, when advising our clients.

Drawing on over 25 years’ expertise spanning unified communications, contact centres, cloud migration and digital transformation, we are ideally positioned to help organisations cost effectively connect with their customers and unify their communication experience.

By leveraging our network, we bring the right people with the right experience together to solve our clients’ current business and technology challenges.

We work with organisations to help them enable technology to work for their business, supporting the realisation of their strategic vision and purpose. This takes many forms including overcoming challenges, tackling ambitious projects, rationalising for change, pivoting the business model and elevating the customer experience. Ultimately, we strive to help our clients adapt their communication technologies to keep connected to their customers, colleagues, partners and suppliers.