Creating a Target Operating Model (TOM)
A target operating model (TOM) is essentially a blueprint that defines how an organization should operate to achieve its strategic...
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Contact Centre Consultants
Elevate your customer service operations with our Contact Centre Consulting Services. At Soniza we specialise in Contact Centre Technology, operational process optimising, enhancing customer experiences, and driving strategic improvements. Our team of seasoned consultants brings industry expertise to empower your organization with tailored solutions.
Contact Centre Consulting Intro
Contact Centres are one of the fastest and most innovative areas of telecoms right now, with innovations in management structures, routing, new media, technology, service optimisation and regulation, not to mention AI, machine learning, IoT and self-service.
We work with you to help define your your goals, align them to the corporate strategy, and then map them to a clear implementation plan. We will consider design, technology, resource, operating procedures functionality and budget.
Our experience in the contact centre market has helped customers successfully achieve their outcomes whether that's channel shift, improved customer satisfaction, implementation of new technology or reduce costs.
Contact Centre Services
Our services have been designed specifically around what we have experienced from our clients. Our continuous improvement framework ensures we are evolving to meet contemporary challenges year after year.!
Contact Centre Strategy
Soniza's contact centre strategy consulting involves analysing and optimising the processes, technology, and people in customer service operations. This includes identifying areas for improvement, implementing best practices, and /or investigating new technology to ensure a seamless customer experience. Our team of experts can help you develop a customised strategy that aligns with your business goals and enhances customer satisfaction.
Contact Centre Procurement
Soniza's Contact Centre Procurement Consultancy Service helps our clients optimise their procurement processes. We provide expert technical guidance to help you identify the best solution for your needs,. We can assist creating RFP's, evaluate responses and negotiate contracts. We have a deep understanding of the Contact Centre market and can help achieve significant cost savings while ensuring that the solution is right for the business.
Contact Centre Transformation
Our contact centre transformation consultancy service is designed to help businesses improve their customer service operations. We work with you to identify areas for improvement and develop a customised plan to optimise your contact centre. Our team of experts has years of experience in the industry and can provide valuable insights and guidance to help you your goals. Contact us today to learn about how we can help transform your contact centre.
Contact Centre Case Study
Contact Centre Replacement
Anchor Housing
As England’s largest provider of specialist housing and care for those in later life, Anchor are committed to creating choice and opportunity for everyone. Anchors' approach to continuous improvement means that they listen to residents, shaping their homes and services around their changing needs.
News and Insights
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