Customer-focused Solutions
We're focused on delivering effective solutions that capture new
sources of value across your customer experience. We help you build stronger, more profitable relationships with the people you serve. Here's how:
Customer Analytics solutions analyze can inform you in determining whether, when and how to interact with customers. Insights that spring from analytics can be used to enhance CRM decisions such as offer-design, targeting, differentiation and resource allocation. Insights are used to support “test and learn” initiatives to refine products, services and offers. These solutions help you build loyalty and prevent churn by making the right offers to the right customers at the right time.
Service optimization solutions enhance your business process capabilities required to deliver optimal customer service. These solutions improve service interactions, including the development of new service capabilities and offerings; customer care and help-desk management; and service fulfillment across contact service, direct service and back-office service processes.
Service operations solutions help you build capabilities required to efficiently and effectively run service centers. They include diagnostics-based mapping and planning; service center workforce management; and simulations and modeling to identify opportunities for capturing more value from service operations. This also includes BPO management including partner selection, SLA deployment, partner relationship management and governance.
Service workforce solutions help you maximize the effectiveness and efficiency of the customer-facing workforce. These solutions include performance optimization, call management processes, and enhancing agents’ capabilities through precision learning programs. Our Executive Learning programs build cutting edge service skills for C-level employees, process owners and key members of your team.
Telephony solutions support advanced call-routing and call management, quality monitoring and contact center workforce & resource optimization. These include enhancing agent desktop capabilities, such as e-mail/chat/SMS responses to customer calls; advanced inbound and outbound call capabilities; call monitoring and analytics; and performance reporting.
Multi-channel self-service solutions optimize your customer experience across multiple automated channels such as IVR, Web, kiosks and mobile devices. We partner with global technology leaders to provide integrated solutions including diagnostic and analytic tools for evaluating channel performance; self-service strategies; and designing and implementing the technologies required to support advanced self-service capabilities and call deflection capabilities.
Service center effectiveness solutions help you define the strategic imperatives for service and optimize existing service center capabilities. The solutions include launching and supporting new offerings; enabling and managing customer-facing workers; boosting service-based revenues; and integrating field service with advanced sales capabilities, boosting revenue and strengthening retention.
Customer Experience Analytics™ solutions help you determine how to increase the value of customer segments, relationships and interactions. Components include segmenting customers and analyzing behavior using powerful decision-support tools. We help you determine how to allocate your resources to boost retention, grow service-to-sales revenues, and cut non-productive operational expenses.
Service performance optimization solutions provide enterprise-level and operations-level frameworks for managing service performance
based on customer-experience goals and metrics. These offerings include customer experience scorecards, business analytics, and
measurement tools around highly-effective service management
models.
» Learn more about Osprey's solution model.
» Contact us to find out how Osprey services can help your firm.
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