Customer Operations Explained
Customer Operations Explained: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Operational Excellence knowledge cluster
Customer Operations, Service Delivery and Experience Execution
Designed to help customer operations leaders, service heads, CX teams, COOs, branch leaders, contact-centre leaders and business heads align operating processes, service standards and frontline decisions with the experience promised to customers.
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This cluster organises 40 practical ways to understand, apply and challenge customer operations, service delivery and experience execution.
Designed to help customer operations leaders, service heads, CX teams, COOs, branch leaders, contact-centre leaders and business heads align operating processes, service standards and frontline decisions with the experience promised to customers.
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Service Delivery
Service Delivery: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Operational Customer Journey
Operational Customer Journey: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Service Standards
Service Standards: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Failure Demand
Failure Demand: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →First Contact Resolution
First Contact Resolution: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Complaint Operations
Complaint Operations: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Service Recovery
Service Recovery: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Frontline Decision-Making
Frontline Decision-Making: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Customer Operations Governance
Customer Operations Governance: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →How to Map an Operational Customer Journey
How to Map an Operational Customer Journey: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →How to Define Service Standards
How to Define Service Standards: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →How to Measure First Contact Resolution
How to Measure First Contact Resolution: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →How to Analyse Failure Demand
How to Analyse Failure Demand: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →How to Redesign Complaint Handling
How to Redesign Complaint Handling: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable…
Read guide →How to Improve Service Recovery
How to Improve Service Recovery: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →How to Reduce Customer Handoffs
How to Reduce Customer Handoffs: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →How to Empower Frontline Decisions
How to Empower Frontline Decisions: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable…
Read guide →How to Build a Service Operations Dashboard
How to Build a Service Operations Dashboard: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →How to Create a Customer Operations Roadmap
How to Create a Customer Operations Roadmap: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →The Experience Promise Operations Cannot Deliver
The Experience Promise Operations Cannot Deliver: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Contact Volume Caused by Process Failure
Contact Volume Caused by Process Failure: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Complaints Treated as Individual Incidents
Complaints Treated as Individual Incidents: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Service Recovery Without Root-Cause Fixes
Service Recovery Without Root-Cause Fixes: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Too Many Customer Handoffs
Too Many Customer Handoffs: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Frontline Teams Without Decision Rights
Frontline Teams Without Decision Rights: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Service Standards That Measure Speed Only
Service Standards That Measure Speed Only: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Why CX Programmes Fail in Operations
Why CX Programmes Fail in Operations: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable…
Read guide →Customer Experience versus Customer Operations
Customer Experience versus Customer Operations: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →First Contact Resolution versus First Response Time
First Contact Resolution versus First Response Time: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks…
Read guide →Complaint Handling versus Service Recovery
Complaint Handling versus Service Recovery: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Service Standard versus Service-Level Agreement
Service Standard versus Service-Level Agreement: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →Customer Operations Diagnostic
Customer Operations Diagnostic: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Service Standard Template
Service Standard Template: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Failure Demand Tracker
Failure Demand Tracker: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Service Recovery Checklist
Service Recovery Checklist: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →What Is Failure Demand?
What Is Failure Demand?: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable action.
Read guide →Who Owns the Operational Customer Journey?
Who Owns the Operational Customer Journey?: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and…
Read guide →How Should Service Standards Be Set?
How Should Service Standards Be Set?: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks and measurable…
Read guide →Can Customer Experience Improve Without More Staff?
Can Customer Experience Improve Without More Staff?: a practical Operational Excellence guide covering process, cost, quality, capacity, automation, risks…
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