Enhancing the Customer Journey and Experience

kech customer journeyThe KECH team has managed very high profile contact centers for the Federal Government and helped agencies significantly improve their customer experience.  Our focus on continual improvement has garnered exceptional results:

  • Reducing training time from 6 months to 3 weeks for new hires while improving quality scores;
  • Achieving CSAT scores that average 95% from contact center inception;
  • Consolidated numerous helpdesks to a single, integrated support service center that greatly improved the customer’s knowledge of their environment and offered a 360-degree view of performance across the enterprise;
  • Recommending hundreds of script changes to improve the accuracy of information provided to customers; and
  • Created a collaborative management tool that promotes transparency between the agency and the contact center with dashboards that display easy to understand visuals for performance.
KECH’s services include:

  • End-to-end audit and assessment for a better customer interaction
  • Recommendations for process improvements to enhance operational efficiencies resulting in lower cost and improving customer experience
  • Creating Contact Center Operational Dashboards for real-time views of performance
Customer Journey and Experience
  • Customer Lifecycle Business Process Analysis- analyzing and improving the customer journey
  • Understanding organizational interdependencies and how each function within the contact center fits together to elevate the customer experience
  • Computer Telephony Integration (CTI) to increase efficiency
  • Increasing Digitization- assessing self-service, channel usage, and customer preferences
  • Creating customized dashboards that tie together systems to create a 360-degree view of performance
Consulting Strategy | Omni-Channel Contact Centers | Customer Experience | Business Development