Customer Experience

Customer Experience Consultancy Services

• Contact Centre Customer Experience Audits
• Multi-channel, Multi-contact Case Audits
• Complex Complaint Case Audits
• Competitor Benchmarking
• Customer Contact Process Analysis

Whether benchmarking your customer experience against internal quality standards or the competition, CDM Contact will provide an independent assessment of the performance of your contact centre. We aim to provide maximum return on your investment and promote brand loyalty from your customers. All CDM Contact staff are contact centre professionals with hands-on experience of contact centre training and management.

Working in partnership with us you can expect to:

• Improve Customer Satisfaction Ratings & Increase Customer Retention
• Maintain Consistent Service Delivery & Maximise Commercial Opportunities
• Identify Training Needs, Communicate Best Practice & Reduce the Learning Curve
• Demonstrate your Commitment to Quality
• Quality Standards: Clients can opt to utilise CDM’s pre-defined quality standards. These assess your customer contacts against a hierarchy of customer experience needs, identifying basic and advanced indicators. Alternatively our consultants can work with you to develop quality standards that reflect specific Customer Brand Values in line with your strategic business objectives.

Management Information: CDM Contact recognise the importance of engaging all customer contact staff to achieve excellence in service delivery. With our sophisticated management information suite you can set access parameters for staff at all levels of the operation, promoting self development and ownership of performance for advisors and facilitating the communication of best practice.

• Multi-Level Access
• Email Notifications
• Full Data Storage
• Statistical Analysis

Thank you for your interest. For further information or a free consultation contact us using the web form or call on 01880 760209.