CUSTOMER EXPERIENCE (AAPII METHODOLOGY)

Employee Journey Mapping

In a study of US workers surveyed by consulting firm Eagle Hill, 64% said that the employee experience impacts their ability to serve customers. Employee journey mapping is an excellent way for organizations to understand how their employees see the workplace and how it impacts their ability to serve customers.

Focus Groups

Interviewing a small number of demographically similar people who have other common traits/experiences in an area (e.g., employees on a particular team or citizens that have used a particular service) allows us to draw deeper insights than just sending a survey because conversations can provide nuances that are critical to understanding an issue.

Root Cause Analysis

Root cause analysis focuses on discovering the root causes of problems in order to identify appropriate solutions. It helps to systematically prevent and solve underlying issues rather than just providing “Band-Aid” solutions.

An SWOT analysis assesses internal (strengths and weaknesses) and external (opportunities and threats) factors that might affect an organization to assist in future planning and strategy.

Gap Analysis/Needs Assessment

A gap analysis assesses whether business requirements or objectives are being met and, if not, what steps should be taken to meet them. It identifies the “gaps” between where a business is in meeting its objectives and where it wants to be.

CX Best Practices

By having a clear understanding of best practices in the CX industry and applying them to our clients’ specific circumstances, we provide them with an advantage in moving their CX strategy forward.

CX Road Map

Performing a careful analysis of all data and drawing informed conclusions are critical to providing our clients a road map of next steps in achieving short- and long-term customer experience goals. In addition to budget and timeline, each road map includes an identification of Quick Wins and Long-Term Goals.

Creation/Revision of Baseline Metrics and KPIs

Identifying the right metrics and KPIs to drive employee behavior and reach CX goals is based on experience and an understanding of our client’s specific environment.

ProcedureFlow

ProcedureFlow is a reimagined knowledge base and training tool built specifically for use in contact centers. ProcedureFlow helps large organizations with complex processes to accelerate training and onboarding of new contact center agents and enables them to perform their duties more quickly and more accurately. Learn more about ProcedureFlow.

CX/CS Training Design and Delivery

Our training and instructional design experts create customized instructor-led and online training courses and programs to ensure employees are equipped to meet the organization’s CX goals.

Contact Center Planning/Optimization

Our team of experts evaluates existing contact center technology, processes, and facilities for efficiency and provides recommendations for optimization.

Creation of Citizen-Focused Environment

One of our strong suits is providing our clients with the tools and tips to create a citizen-centric culture, where every employee in their organization is focused on ensuring that their customers experience excellence.

Along with a citizen-centric environment, it is important to have a culture of continuous improvement. We work with our clients to help them to create that culture through a series of structured exercises.