Consulting

Let our expertise allow your organisation to achieve:

  • Enhanced customer experience, satisfaction and loyalty
  • Increased employee engagement
  • Reduced operational costs
  • Increased profitability

The team at Ensighted has decades of breadth and depth of experience working on both Government and Enterprise customer side, for contact centre outsourcing providers, and technology vendors.

This has provided us invaluable learning’s from all sides of the spectrum, across the disciplines of people, process and technology, and in turn provides our Customers with valuable and tangible insights beyond straight consulting services.

By selecting Ensighted as your Consulting Partner of choice, you will benefit from the following:

  • Experience in Customer Journey / Customer Experience design to be able to provide an end to end view
  • Ensighted’s team brings over 50 years of Contact Centre operations collective expertise that allows to drive governance and best practices across all customer touch points
  • A no nonsense approach to business dealings – flexibility, openness and willingness to build collaboration in a longer term partnership

Our Services include:

  • CX Strategy Development
  • Digital roadmap and adoption
  • Contact Centre Benchmarking & Best Practice
  • Customer Journey Mapping
  • Health Checks
  • Customer Experience Diagnostic Review
  • Omni-Channel Strategy Development
  • Contact Centre Optimisation
  • Tender Preparation, Management & Consulting
  • Process Re-engineering and Optimisation
  • Service Review & Design
  • Workflow Management

Slide Procurement Mapping With a clear roadmap in place, Ensighted can help your to identify the vest technology partners to realise your strategy. VoC Analysis Further building speech and text analytics Ensighted can utilise customer surveys across all channels to pinpoint opportunities for improvement based on direct customer feedback Actionable Insights Based on structured and unstructured data that lie in your customer digital and voice interactions we will build out actionable insights to drive step changes in your organisation Strategy and Roadmap Our team can help you define your CX strategy including defining your digital adoption and min-channel strategy. Organisational Capability Assessment Undertaking a current state assessment helps understand where the key gaps are an how best to close these Benchmark and Best Practice We can benchmark your contact centre against best practice which ties in to your organisation’s capability assessment

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