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​​​Customer Experience
Optimization

​CopperBeech Associates is focused on the full customer experience ecosystem: face-to-face, website, chat, SMS text, email, and phone.  All these channels should work in concert and interrelate seamlessly.  We also specialize in the transformation of people intensive customer service and operations functions with a strong focus on people (culture), processes, and systems.

 
Assessing Customer Service Functions & Channels: 

• Maximizing Usability – reducing the work your customers need to do, to do business with you!
• Mapping Workflows – helping your staff focus on your customers, not your cumbersome processes.
• Establishing Key Metrics for the Customer Experience – How are we doing? Are our customers happy and returning?

“Best Practices” Operational Assessments

• Review of operational functions - assessing workflows and staffing with a focus on maximizing efficiency and accuracy

Optimizing Staff Effectiveness:

• Workforce Management Solutions – optimizing staffing, with special tools designed for smaller customer service centers.
• Hiring and Recruiting Optimization – recruiting and screening tools/interviewing techniques.
• New Hire Training Review and Optimization
• Staff Retention Methodologies

 
Technology Management:  assessments; RFP management; and sourcing of key technologies and technology partners.

Designing, Scripting, Implementing IVR & Outbound Automation:  audio; email; and SMS text.

Third Party BPO/Call Center Partnerships:  sourcing and selection of third-party support of day-to-day business objectives, including testing of service and sales concepts.