Value for money

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 global manufacturing firm engaged Compass to analyze its Service Desk, with a particular focus on assessing user perceptions. Recommendations included recruiting agents with specific skill sets, and implementing practices to improve incident management.

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.

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.