• Designed direct channel pilot programmes for 2 pan-European companies.
  
• Carried out 9 e-channel strategy/set up projects.
  
• Carried out 8 outsource procurement projects and found appropriate partners for our clients.
  
• Carried out 3 successful programmes specifically designed to increase the performance of outsourced operations.
  
• Carried out performance improvement programmes for 8 large contact centres.
  
• Implemented 6 customer-oriented cultural change programmes.
  
• Set up global centre of competence to support direct channel development for a worldwide company including an intranet knowledge base.
  
• Carried out a group-wide proficiency review across 30 group contact centres for a major bank.
  
• Defined 4 customer management strategies.
  
• Defined Direct Channel and Contact Centre strategies and Business Cases for 14 major blue-chip companies.
  
• Designed and implemented 15 customer contact centres in the UK, Europe, Middle East and USA.

Our largest project to date involved 28 different consultants and spanned 4 countries simultaneously.

Our fastest project to date involved finding and setting up an outsourced provider in 4 weeks.