Value for money

Retail banks today have re-focused attention on branch network profitability, both through higher sales as well as through cost reduction through streamlining and process automation/ centralization. But a renewed emphasis on branch efficiency raises a challenge: how to raise productivity without adversely impacting the consumer experience.

A leading global processor/manufacturer engaged Compass to apply a benchmark analysis to assess the competitiveness of an existing contract for a wide range of telecom services. As part of the initiative, Compass helped to define future service options.

Contact Center and Service Desk Contact Center management strategies are evolving in response to technology innovation and changing business conditions, as organizations seek to reduce costs while enhancing the customer experience. This Compass article examines five emerging leading practices aimed at optimizing Contact Center efficiency and effectiveness.

A leading North American healthcare provider engaged Compass to analyze its internal network services delivery function against world-class organizations – both in-house and outsourced – and to provide an objective and independent perspective on how to further enhance cost efficiency and/or improve services.

Compass assessed the distributed services of a large, global insurance provider, focusing on the desktop environment, hardware and software, and problem management and support services. User surveys provided insight into customer satisfaction issues.