Most customer service failures can be attributed to the enterprise’s inability to align service strategy with the brand promise. The risk of taking a decision without structured approach results in poor investment decisions that lead to deteriorating customer experience. This is the core thought process that strengthens the Konectiv’s Discovery Consulting offering
Driving towards an effortless customer experience
Deliver an experience as promised by your brand
Konectiv. understands that every point of interaction with a customer is a moment of truth. It is at this point, that brands live or die. Konectiv. business consulting aims at connecting what customers expect and what they ultimately receive. Be it people, process or technology, Konectiv. stitches together a structured solution or set of solutions that begins at the top with the brand promise and business objectives and works its way into your technology components and SLAs.
Enterprises can enrich their customer experience and optimise businesses processes with Konectiv. business consulting services. We call it ‘Customer Experience. By Design.’ Konectiv. business consultants bring in a wealth of knowledge, industry frameworks, and once everything has been discovered Konectiv. can enter he next phase. Once we start to Design – The discovery allows for a powerful CX consulting platform – to translate brand promises into interactions that deliver a customer experience, as expected by customers and Customer Service Agents
Why Konectiv. Discovery and Business Consulting?
Customer Experience Specialists
Konectiv’s integrated approach to defining contact management strategies help enterprises redefine and maximise all four primary enablers of contact – people, process, technology and things.
A Robust Framework
Konectiv. offers an IP-based CX consulting platform –
Design – that has built-in frameworks. Design offers methodologies and tools that enable enterprises to quickly and securely redesign the way they interact with customers and customer services agents.
Access to Knowledgebase
Having managed over 1 billion customer interactions annually, Konectiv and Speech-Soft offers a wide-ranging knowledgebase of channel benchmarks, industry databases, and technology platforms to improve critical contact center metrics.
Konectiv. defines contact management strategies that look to redefine and maximise all three primary enablers of contact – people, process, and technology. Always taking a business first approach, Konectiv. offers CX technology designs, implementation schedules and roadmap for the foreseeable future.
Assess, Analyse, Advice and Assist
Konectiv. discovery business consulting follows a structured methodology consisting of a series of analytical techniques to arrive at the current position of the contact centre against its maturity lifecycle and to identify opportunities for improvements.
Gain Return on Relationship
Konectiv. enables enterprises to gain value from their CX investments by maximising resource utilisation. Konectiv. enables high ROI from technology components by extending asset life and enhance its value, augmenting existing service capabilities and adopting newer technology that matches business goals.