Case Studies

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	Contact Centre Operational Improvement and Blue Print for Best in Class Customer Service Operation.
	Customer Experience Improvement Programme across the back and front office areas of a leading life assurance company.
	Planning and implementing a strategy for improving Customer Information, particularly in times of Disruption.
	Developing Best In Class Call Centre Management: from strategy to implementation.
	Pan-European direct marketing capability and call centres.
	Planning and implementing a strategy for improving Customer Information, particularly in times of Disruption.
	Defining and implementing a direct channel strategy for an international airline in order to achieve growth in direct business and improve customer service quality.
	Reducing costs and increasing efficiency through improving the management of outsourced call centre suppliers.
	Improving the performance of an outsourced telesales channel in the energy sector.
	Strategy and business case for centralising mortgage processing and customer service.
	Flexible, strategic, commercial and operational consulting support to meet short-term needs.
	Customer service strategy for pan-European Internet retail financial services.
	Customer Proposition led Technology Investment Plan and Group-wide Contact Centre Proficiency Review.