Our Lab environment is where we develop and evaluate new approaches to continuous service delivery and improvement. It’s a cost-effective way to test processes, approaches and learning and prove a business case.
Lab provides a continual test, learn and refine approach with the end goal of achieving optimal performance and quality service levels, providing our clients with deep insight into what matters the most to their customers.
Typically, our focus is on identifying the impact of change on KPIs including customer satisfaction, levels of advocacy, average handling times and first contact resolution, amongst others.
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