Consulting

Expert consultancy to establish
you as a ***key technology partner*** **in the contact centre**

Become the trusted expert in your customers’ contact centres

Emerging technology is having a huge impact on the contact centre, making it a critical element of effective customer contact strategies, and ensuring the technology partners who deliver their right innovation will become truly indispensable. However, with solutions growing in variety and sophistication, establishing the best way forward requires a level of specialist expertise that may not be available internally.

That’s why we offer a range of consultancy services for the contact centre, helping your customers make informed decisions and establishing you as trusted experts. We lead with a consultative approach, so that we understand their processes, goals, and challenges, providing you with the critical insights you need to deliver the maximum business benefits, while simultaneously boosting your own profits and reputation.

Contact Centre Maturity Assessment

Our Contact Centre Maturity Assessment is designed to help identify areas for improvement within contact centre operations and develop a strategic path forward for better customer outcomes.

The areas measured are:

Strategy, structure, and brand
Contact centre practices
Team agility
Business intelligence and analytics
Collaboration
Automation
Architecture and design

The results are presented in a web diagram, along with a follow-up presentation.

Value
Assessment

Our packaged Value Assessment for Contact Centre & CX provides your customers with a proven, powerful methodology for transforming contact centre operations through leading-edge technology, with the support of EXPO.e’s own expert consultants.

Our approach is light touch - designed to deliver rapid insights into the benefits of digital transformation, with recommendations and identification of quick wins - all while keeping the customer at the centre of everything.

Health
Assessment

Our Health Assessment provides deep insight into contact centre operations and how they can be optimised. The assessment is performed both remotely and on-site, using questionnaires, interviews, workshops, live observation, as well as offline analysis.

There are four components:

Planning
Strategic
Operational
Technical

The key findings are delivered a comprehensive report that sets out the operation’s perceived strengths and weaknesses, along with actionable recommendations for improvement. Recommendations are categorised by people, process, and technology, and ranked according to the effort required and their estimated impact on performance.

AI Assessment

EXPO.e’s customer engagement experts will conduct a thorough evaluation of your customer’s contact centre processes, where we will identify any opportunities for ‘quick wins’ via AI and automation. Based on this assessment, we will produce a comprehensive report, setting out a bespoke roadmap for achieving:

An enhanced customer experience
Effective use of generative AI
More effective use of time and resources
Optimal efficiency and agent wellbeing
Powerful business insights