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Data-Driven Contact
Center Transformation
Get contact centre insights from a team with unparalleled expertise and experience. We work closely with customers to analyse contact centre performance, map out change plans and prepare them for transformation.
Our unique understanding of todays challenges and industry nuances help to shape transformation strategies that improve customer experiences and drive results.
Technology isn’t the Answer,
it’s just an Enabler.
You can’t create great customer experiences with technology alone—it’s just part of the solution. Done right, technology can enable create outstanding customer experiences, but it is essential to understand what your customers really value.
FourNet Customer Experience transformations use data science and on-site assessments to get to the root cause of your current customer engagement challenges. Designing new operating models to enable you to deliver what matters to your customers.
Expertise Across the Board
Delivering great customer experiences isn’t simply about quickly picking up the phone to your customers. It is about making it as simple and easy for customers to get the help they need when they need it, providing agents with the tools they need to provide support and aligning services to your organisational goals.
FourNet’s Customer Experience team have the expertise and experience analysing, designing and transforming contact centre capabilities with some of the UKs largest and most complex organisations.
Consult
FourNet works closely with customers to understand their strategic objectives, analyse processes and apply in-depth data analysis to assess current customer experience. This enables us to guide you through transformations that get to the root cause of challenges and ensure resources are allocated effectively. Our team of customer experience experts have worked on the front line of customer service and understand the day-to-day operations and challenges faced by your workforce.
Transform
By analysing data from all aspects of our customers’ operations, we develop tailored transformation plans that drive sustainable change, from optimising communication workflows to enhancing customer interactions. We guide organisations through seamless implementation, ensuring the integration of new technologies and practices. With FourNet, you can navigate complexity with confidence, unlocking opportunities for transformative outcomes.
Optimise
Proactively monitor performance metrics, identify areas for improvement, and implement strategic adjustments to drive efficiency, productivity, and innovation. With our dedicated team of experts, continue to optimise your business environment through ongoing Managed Services, Workforce Management as a Service (WFMaaS), and Data Analytics as a Service (DAaaS).
Start your transformation today
Deliver your Customer
Experience Transformation Goals
Whether you're looking to deliver great customer service, drive process efficiency or improve customer surveys, FourNet can help.
Identify what Matters to your Customers
In today's digital landscape, leveraging customer data is essential for gaining insights into consumer behaviour and preferences. Despite challenges like data privacy concerns and complexity, harnessing customer data enables personalisation, anticipates needs, and drives targeted marketing efforts, fostering stronger customer relationships and business growth.
Deliver Outstanding Customer Service
Achieving customer satisfaction is vital in competitive markets, but all the more challenging. From meeting evolving expectations to addressing issues across various channels, support teams must navigate complexities like cultural differences and communication preferences.
Supporting Vulnerable Customers
Supporting vulnerable customers is both a moral imperative and a business necessity, but it comes with challenges. Identifying vulnerable individuals, understanding their needs, and providing appropriate support are complex tasks. Despite regulatory requirements and ethical considerations, proactive support builds trust, demonstrates corporate responsibility, and fosters long-term relationships.
Walk in your Customer’s Shoes
Mapping the customer journey is essential for understanding and improving the overall customer experience. Challenges include capturing data from multiple touchpoints, interpreting behaviours accurately, and aligning internal processes. Nonetheless, customer journey mapping identifies pain points and streamlines processes, enhancing satisfaction, loyalty, and advocacy for sustainable business success.
Deliver a Great Agent Experience
Enable your customer service team to deliver exceptional services every time, by equipping them with the tools to quickly and effectively serve customers. Providing agents with the support and tools they need will help retain staff, improve efficiencies and free up time to provide the human touch that customers need, offloading the heavy lifting onto technology.
Comply with Industry Regulations
Mounting pressures to understand, monitor and protect customers through digital channels from regulating bodies are pressenting new challenges for organisations. Building a roadmap for what you need to do in order to meet regulations and respesenting your work is integral to meeting new regulations; whether its protecting vulnerable customers or simplifying processes for all customers.
Benchmark your Performance
Assessing your capabilities against competitors and similar organisations can highlight new opportunities for growth and development. Are you looking to differentiate or fill market gaps? Gaining a view of what your competitor's strengths and weaknesses is a great way of mapping customer experience and transformation strategies to deliver success.
FourNet’s Contact Centre Methodology
With decades of experience transforming contact centres in a variety of industries, we have developed a five-phase methodology for transforming contact centre effectiveness. Our methodology is designed to ensure that customers get the support they need, agents are prepared to and supported to help customers and operations are cost effective and optimsied.
Appraise
Get a clear picture of the current state of your contact centre and customer journeys to understand the root cause of your business challenges.
Meet Regulatory Requirements
Prepare your organisation for regulatory compliance by adapting operations and contact centre transparency. Don’t be limited by data and remove the burden from agents when meeting service requirements.
Designed with Market Challenges in Mind
Find new ways to improve customer journeys, improving CSAT and NPS scores by driving better contact centre performance. Whether you’re looking to cut costs or retail customers, more efficient operations will help tackle your challenges.
Analyse
Understand your customer's journey through data analysis and industry benchmarking to open the door to data-driven transformation.
Analyse Customer Journeys
& Contact Centre Data
Access leading data and contact centre expertise to get a clear picture of the root causes of customer pain. Creating the best route for operational transformation that will drive business excellence and impactful customer experiences.
Map Out Transformation
Create a business case to support the procurement of a transformation programme in a cost effective and results centred approach. Effective customer experience transformation shouldn’t be a financial burden, we design our programmes to be self-funding based on operational cost savings.
Customer Experience Benchmarking
Looking at the performance of similar organisations can help to shape your strategy and not only highlight your weaknesses but your differentiators from competitors. We have a rich database of the contact centre performance metrics of many key customer focused industries to benchmark your capabilities.
Optimise
Transformation isn’t just about implementing new technologies to tackle your problems. We work closely with our customers to ensure that they are maximising their current tech stack, whether its through people or process change.
Workforce Optimisation
People and processes are at the heart of delivering exceptional customer experiences and driving efficiencies. We ensure that agents and contact centre teams have access to the tools and knowledge they need when they need them, freeing them to deliver the human touch.
Step by Step Transformation
Get a tailored optimisation plan that is built with your strategy, organisation goals and market context in mind. Our detailed understanding of your organisation through data diagnostic and benchmarking work, we can design a step by step plan for effective transformation.
Transform
Once you have the foundations of a operationally efficient contact centre we help assess the opportunities of new technology. We work closely with customers to ensure that solutions or are aligned to strategy and are effectively rolled our and integrated.
Advanced Contact Centres
Provide customers with a unified experience no matter how they contact you and give them the support they need. Enable hybrid working and free up your agents to provide excellent service to all customers.
Workforce Management
Workforce management empowers you to efficiently oversee your workforce, ensuring optimal staffing levels for every situation. Analyse data to anticipate call surges, strategically assigning agents and routing teams to efficiently address customer needs.
PCI Compliance
Prevent data breaches, build customer trust and ensure compliance by utilising PCI DSS compliant solutions. Whether its over the phone or digital payments you need, provide customers with a seamless and secure experience.
Support Customers with Conversational AI
Deliver seamless self-service to improve customer satisfaction, free agent time and realise cost savings with proven payback Chatbot technology. Ensure that your data is usable for AI to work effectively and processes are in place to support customer engagement automation.
Customer Self Service
Enable customers to self serve, to route queries to the right agent every time and to automatically complete routine customer interactions. Freeing up agents to handle more complex tasks and simplifying customer journeys.
Intelligent Automation
Streamline operations across the contact centre and wider organisation to frees agents from dull and repetitive tasks to focus on delivering an outstanding customer experience. Prepare your data and processes to realise the benefits of automation and identify when automation isn’t appropriate.
Sentiment Analysis
Analyse customer interactions with advanced algorithms to identify patterns in tone, language, and emotions, assisting agents in real time. Assist agents in real time helping them to ensure that queries are handled whilst meeting regulatory requirements and supporting vulnerable customers.
Interaction Recording
Verify how agents interact with customers and easily review agent interactions across all channels for training and coaching. Get a clear understanding of contact centre demand and perform quality assurance from a centralised point.
Assure
Customer experience transformation isn’t a once and done task. It requires constant monitoring and adaptions to ensue that you flex with demand. Get support from experts for as long as you need to realise returns.
Workforce Management as a Service
Get bespoke customer success management for both fractional and dedicated support to meet diverse needs. Ensure that workforces are meeting their potential and maximising productivity with tailored support, comprehensive analytics, and ongoing optimisation.
Data Insights as a Service
Data feeds into all contact centre decisions, whether its assessing peak times to improve workforce planning or routing calls to the appropriate teams. We support customers by continuously reviewing contact centre data to maintain service levels and streamline processes.
Training & Upskilling
Give your team the opportunity to learn new skills and grow their experience with business tools to drive adoption and effectiveness. With support from the FourNet team and technology partners we help to improve the skills and knowledge of your team and agents.
Real-World Success Stories
Let's start working together
Complete the form below and a member of the FourNet team will be in touch to see how we can help