Optimization of customer service center

With our agile service optimization, our consultants help to create a foundation for the right changes in order to optimize your customer center. Our concept is the result of thousands of hours spent by our experienced consultants in Nordic customer centres.  Get help handling customer support with advice on the best solution for your customer inquiries.

The core of a good service experience is that the customer gets answers to their questions, quickly and efficiently. At the same time, it is crucial that your customers get the same answer no matter where and when they contact the organization.  

Equip yourselves with exactly the knowledge that is relevant for the good and effective customer dialogue.  

Let us help you optimize your customer service

Let us help you optimize your customer service

Are you realizing the full potential of your customer service? Are you making optimal use of the channels? And do you offer the right ones? Does your organization make optimal use of the customer service function?

There are many questions, and the answer is not always straightforward. Therefore, with our agile service optimization service, we help you to create a foundation for the right changes in relation to optimizing your customer centre. Our concept is the result of thousands of hours that our experienced consultants have spent in customer service centres. 

Briefly, the service consists of four agile phases, where we come up with concrete improvement initiatives that are based on your challenges and wishes for an efficient customer service center. We provide a task force of experienced consultants who, with a "trained eye", arrive at a conclusion after only a few days of work in your customer center.

The observation and interview phase
The observation and interview phase
  • Observation at relevant units and all touch points
  • Observe concrete inquiries on all channels close to reality
Diagnostics and desktop analysis
Diagnostics and desktop analysis
  • Analysis based on observations, collected data and interviews
  • Carried out as desktop work, where we analyze and draw conclusions from the observations
  • Spitze presents findings and conclusions as well as suggestions for recommendations, and these are discussed and processed in a joint workshop with customer service
Action plans
Action plans
  • Preparation of an action plan in the form of an overview of relevant and obvious initiatives, as well as key prerequisites

Typical outputs of service optimization:

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