Every client requirement is unique and our services are tailored to these needs, they comprise of the following four areas:
Consulting and advisory support
We believe that business leaders frequently have a need for in-depth insight into their current customer management performance, at both an operational level as well as against broader strategic objectives. We will help you evaluate and evolve your customer service provision for maximum return, typically considering how to maximise sales value, contain or minimise costs, or focus on service resolution.
Whether building, outsourcing, re-sizing or planning and evolving your customer management strategy, our support will ensure a balanced consideration for the needs and demands of the customer as well as the business.
The insights needed to drive profitable change in your contact centre and your business lie buried in unstructured data − telephone calls, emails and social media interactions. Analytics can unlock them, but to date, you’ve likely found the cost − in terms of technology investment, software licenses and skills development − prohibitive. Not anymore.
Managed Analytics from Ember removes the barriers to analytics−driven insight for your business.
This fully managed service combines speech, text and social media analytics with insightful interpretation. We’ll tell you what’s happening in your contact centre, what you can do about it and how you’ll gain from the changes you make.
- Access to the latest and best analytics technologies on an ‘on demand’ basis
- Interpretation of the findings by experienced contact centre consultants and financial analysts
- A detailed action plan that tells you what you stand to gain from the changes we recommend
Outsourced procurement and transition support
Customer management outsourcing remains a complex activity with many potential challenges. Our support and extensive experience has helped many public and private sector organisation through their outsourcing journeys to ensure they deliver what is required for the customer and meet their business objectives. This usually starts with clearly defining the outsourced proposition, understanding and articulating the business case to gain board agreement and approval before specifying the procurement process. Our team frequently join the client team to provide specialist advice and input into the procurement, assessment and contracting processes to ensure not only the most appropriate suppliers are engaged but that the contract is constructed in a way to ensure the required services and behaviours are achieved. We also provide implementation and transition support where required to help get new services embedded and established correctly from the outset.
Not all our activities are centred upon the selection, contracting and transition of services; we also assist with mediation and service improvements required from ongoing contracts.
Benchmarking and commercial analytics
Rigour and science in the analysis of your customer management performance ; robust insight and financial data on how you compare and what you need to action to realise the opportunity.
Our support can show how you really compare and what better looks like, thereby enabling optimum service and sales capability for your business. By comparing your performance against your competitive set and most importantly modelling the cost and value of improved performance we will set-out and provide your improvement roadmap along with support on how to achieve these improvements and the transformation required.
Interim leadership and management resource
Ember also provides short to medium term interim resources. This allows your business access to very specialist skill sets and experience that may only be required for a short period of time, such as deploying a new technology, setting up a new service team, or simply plugging a temporary gap within your team. We usually work alongside your staff on-site and carefully hand responsibility back over to you once we have completed our assignment. Our resources are all seasoned, highly-experienced customer management professionals and come with the back-up resources, knowledge and expertise of the wider Ember team. The experience and insight of the Ember Services team is unrivalled and highly referenced in this industry.
Audits and Reviews
Several of the tools we deploy within our consulting projects are available as standalone audits or review. These span the spectrum of operational areas and include:
- Technology configuration and optimisation
- Workforce planning tools and practices
- Adoption of multi-media and web integration
- Use of outbound calling and specifically adherence to Ofcom policy. More details
- Customer experience and satisfaction auditing
Whilst all of the above are popular and very current, the impact of Ofcom Policy changes for those undertaking outbound calling has given rise to significant demand for our 'Outbound Audit' to ensure you are compliant. Click here for the full description of our Outbound Compliance and Best Practice Audit
For more details on any of our services please contact us.
A new approach for an evolved customer management market