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Service Operations

Future-ready service operations, combining the best of human and machine capabilities

From service design to delivering consistent operations excellence, we help our clients to:

Design service operations

Ensure every aspect of your operating model is designed and configured to optimise outcomes for both your business and customers

Access operations capability

Benchmark existing operations capabilities and practices, identifying gaps, opportunities and priorties for improvement 

Embed operations excellence

Implement operations best practice; developing and deploying news ways of working, ensuring consistent adoption through skills transfer and coaching

Digitise and automate operations

Identify processes and workflows that are suitable for end-to-end or partial automation; orchestrating human and machine workers to ensure seamless transfer of tasks between them

 
 
 
 

Services

Organisational capability assessment (OrCA)
Understand all aspects of your current operations set-up, delivery and performance; identifying opportunities to improve efficiency and effectiveness
 
Game-changer Index
Profile individuals and teams to identify the game-changer characteristics that are needed to transform businesses in a rapidly changing world
 
Designing service operations (DSO)
Ensure every aspect of your operating model is fit for today and future-ready, designed for digital-first operations where the right people, in the right place at the right time are augmented by technology and data
 
Operations development and excellence (ODP and OpEx)
Invest in your people, embedding skills, knowledge and ways of working that support the consistent delivery of efficient, effective and high-quality service operations
 
Process Design and automation
Map, (re)design and optimise processes and workflows to remove inefficiency, wastage, and re-work; intelligently deploy automation and workflow orchestration capabilities to remove robotic tasks from operations, releasing human capacity for higher value work
 

Our experts

Dave Pattman
Managing Director | Customer Experience Practice
Over 25 years of management experience across multiple sectors
Find out more
Atif Rashid
Solutions Director
Over 15 years industry experience working across multiple sectors
Find out more
 
 
 

Operational outcomes, guaranteed

Our team are expert practitioners with a track record of transforming and running operations for the world’s most exciting brands. This means that they bring the best operational practices from across the market to support the delivery of your services.

We bring together the right people, the right data and the right technology to guarantee the right operational outcomes for your business. Our agile approach to service delivery and improvement also means that we continuously drive value into your business, going beyond day-to-day provision.

 

Improvements through customer closeness

An online retailer wanted to establish a new way to drive customer experience transformation through truly understanding their customers’ needs, allowing them to remove unnecessary friction and deliver cost savings.

We worked together to establish and operate a unique model office in the heart of the organisation, with a 20 person team dedicated to solving customer problems.

 

“The model office has been a fantastic partnership which allows us to deliver faster and better improvements to ensure the best outcomes for our customers”

Customer Service Director

£1m benefit captured in under a year, with sight of a further £6m

Internal knowledge tool re-designed, leading to a 50% increase in engagement

A new automation tool has been implemented which has reduced internal transfers

 

Let’s talk

 

 

Our Thinking

News
Concentrix and Webhelp Complete Combination, Creating a Diversified Global CX Leader, Well-Positioned for Growth

This combination further positions Concentrix + Webhelp as a global CX leader, with an expanded breadth of generative AI solutions, digital capabilities, and high-value services.

Find Out More
Insight
CX and the Future of Banking in APAC: How FinTech is Transforming the Industry

What should financial services firms consider when pursuing customer-led transformation?

Find Out More
Insight
Leveraging Data to Create Seamless CX

In this article we’re going to be looking at how, by leveraging customer data, you can begin to tackle the customer journey execution gap through optimisation of the customer journey.

Find Out More

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The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Forum
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