4 ways to optimise your Customer Service this year

In this time of uncertainty, keeping the ‘lights on’ has been the challenge for many customer service centres, but that doesn’t need to be the only goal for strategic thinkers. We’ve come up with a list of 4 ways to take advantage of the current market, enabling contact centres to work better, smarter and more effectively, without increasing overall costs. 1. Standardise, Stabilise and Optimise – This is not as hard as you may think, it just takes a bit of work: Define your goals Create or document the current KPI’s against those goals Create a detailed process flow of each working practice Look for ‘waste’ in the process and ask yourself what can be improved with; automation, resource allo

A Workforce Revolution, Well Think Again.

We’ve all heard it, “working from home is going to become the new normal”, “the workplace will never be the same again”, “businesses aren’t going to need these large expensive offices any more”, but what doe that mean for workers and businesses? I like many of my colleagues and friends have been working from home for many years. This is not surprising as I work in an industry that promotes agile and home working and therefore those businesses have seen the benefits and reaped the reward. However, while it’s nice not to commute to London on a daily basis and I can spend more time with the family etc there are still some challenges that need to be addressed. For starters some people don’t want

Soniza Win Major International Luxury Retail Client

Soniza have won a major global retailer. The project includes a review of all communications technology and specific business processes. Using principles based on our Lean Six Sigma methodology to Define, Measure, Analyse, Improve and Control each process we will look to optimise operational processes and identify proven technology to support the business over the next 3 years.

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