Better bots
Happier humans
Customer & User Experience Improvement
Elevate your customer experience with our expert CX/UX Improvement services. At Collective Inception, we specialise in transforming customer interactions through Call Centre Audits, Customer Journey Mapping, and CSAT/NPS Improvement. Our dedicated team uses data-driven insights and innovative strategies to enhance usability, streamline processes, and boost customer satisfaction. Whether it's refining user interfaces, developing effective feedback programs, or crafting comprehensive CX strategies, we're here to help your business thrive in the digital age. Partner with us to create seamless, engaging, and memorable experiences that drive loyalty and growth.
Contact Centre Audits & Agent Observation
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Observe agents to identify efficiency improvements in processes and workflows.
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Evaluate tools and technologies used to recommend upgrades or replacements.
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Assess agent behaviour and provide training to enhance customer interactions.
Voice of Customer Programs
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Develop programs to capture customer feedback from multiple channels.
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Analyse feedback to uncover insights and drive improvements.
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Implement changes based on customer feedback to enhance satisfaction.
Performance Analytics & Reporting
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Monitor key performance indicators (KPIs) to measure CX/UX success.
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Generate reports to track progress and identify areas for improvement.
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Use data insights to inform strategic decisions and optimise experiences.
Quality Assurance Program Design for Call Centres
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Develop a comprehensive QA program to monitor and evaluate agent performance.
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Implement regular assessments and feedback loops to ensure continuous improvement.
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Utilise data and analytics to identify trends and areas for agent training and development.
Training & Workshops
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Offer training sessions on best practices in CX and UX.
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Conduct workshops to educate teams on user-centric design principles.
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Foster a customer-centric culture within the organisation.
NPS/CSAT Improvement
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Analyse customer feedback to identify key drivers of satisfaction and dissatisfaction.
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Develop targeted action plans to address pain points and enhance customer experience.
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Implement regular monitoring and reporting to track CSAT/NPS scores and measure the impact of improvement initiatives.
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