CX Connect Contact Center Services provides frictionless voice and non voice services for your customers. By providing one window service we enable your customers to interact via call or web chat or through social media. It enables you and your teams to have one holistic view of customer journey across channels thereby reducing cost of service and at the same time provides smart experience for customers.

From order processing to loyalty programs from airline reservations to surveys, all under one roof with omni channel service and experience.

Transform your legacy CS Operations to Smart CX Operations

CX Connect offers CX Operations Management consulting & training for sustainable Smart Operations. We work with you to transform your operations to improve performance and deliver a Smart Experiences. We help organizations to improve their operations, increase revenue and reduce costs of providing services.

Whether you want to set up your new service site, upgrade your existing site, conduct gap analysis of existing operations, train your operations team to deliver Smart Experiences, add value-based services or new channels, expansion or wish to conduct study whether to set up service operations or outsource. Our services include:

For your contact/call Centers, improve your overall operations by          improving First Contact Resolution (FCR), mapping processes, enabling employees and customers. Help you source right talent from agent to senior managers involved in managing CX Operations.

CX Operations Management: We can help you in identifying data to look at, metrics aimed at improving overall quality of service and customer experience. When and what to measure and how to use the data. Develop performance metrics and mapping of customer and interaction journey with focus on delivering results.

Service Journey Designs, implementation, operations and quality management

Customer Experience Management Programs

Service Quality Management set up and trainings

What data to capture and how to use the data to drive CX

COPC based international benchmarking and best practices

Introduction and Overview of COPC CX Operations Management Standards

Understand, practice, implement COPC Standards

Development of Key Performance Indicators (KPIs) from Call Center agent to Field Engineers to Service Management Leadership

Access to International Case Studies 

Our Approach

  • Assess your current operation to identify quality and performance gaps
  • Conduct service quality audit and recommend road map to implement improvement plans
  • Work with your team to develop processes and performance metrics
  • Set up of service quality function aimed at sustainable performance
  • Recommend appropriate technical solutions to manage your operations

Let CX Connect take care of all your back office while you focus on your core business. From claims processing to any post sales transaction or you just want some to organize your operations manual and knowledge base. This could be as simple as developing your communication templates.

Reach out to your existing and potential customers using Omni channels. For post sales surveys, new products or just saying hello to your customers. CX Connect will develop content and also communicate via your medium of choice.

Enable your teams to deliver Smart Experiences by acquiring skills suitable in contemporary omni channel environment
Communication and interpersonal skills
CX Operations Management
Managing teams during routine and crisis
Service Quality Training
Understanding and implementation of performance standards in Service Operations

CX Connect in partnership with its partner Unity Retail aims to build an end-to-end e-commerce platform which also enables brands for omni-commerce. It offers an omni-channel order processing and fulfillment system which has reduced the burden of fulfillment using different courier services which otherwise requires a lot of manual effort by multiple people ultimately exposing the business to greater risks. Unity Retail has reduced all of this to just a few clicks as it integrates seamlessly with the online store and has all major courier services available which just need to be configured with the right account credentials. One of Unity Retail’s customers from the textile industry reported productivity improvements of up to 200% as a direct result of adoption requiring 50% less HR. With the expansion of the Unity Retail Network to incorporate service providers, users of the platform will be able to extract greater value at a much lower cost.