Amazon
Audi
Post Office
BA
BP
Contact Centre Customer Experience as a Service
Understanding performance through data and insights to drive a Customer First culture.
Our methodology is built from decades of hands on experience running contact centres.
We ensure you can focus on driving cost efficiencies, improving KPIs, reducing complaints and preventing customer churn.
About
Simon Kissane
Contact Centre Performance Improvement Specialist
Simon is a highly experienced contact centre operations leader and performance improvement specialist. He has spent the last 20 years in contact centre operations focussed mainly on the telecoms sector.
He has significant experience managing both small and large-scale onshore and offshore contact centres covering the UK, South Africa, the Philippines and India. He has a proven track record delivering innovative customer-led transformational change using his insights to build relationships in complex, highly matrixed global businesses. Simon has also held senior management positions at some of the UK’s biggest brands.
Who we have worked with
Solving your biggest
Contact Centre issues
- Understanding Performance – do you understand contact volumes, demand patterns, abandon rates and average wait times? Do you have reporting to agent level?
- Voice of the Customer – do you know why customers contact you, why complaints are raised and what the sentiment is on social media? Do you have root cause analysis and fix plans?
- Coaching and Development – do you have a standard methodology to coach and develop agents to achieve your CSAT and NPS targets?
- Churn Prevention and Upsell – do you understand why customers churn and have reactive/proactive strategies to prevent this crucial revenue loss? Are you using your service teams to upsell to drive additional revenue?
If you need help, we can be a part of your team.
Helping you
Grow your business
- Understand inbound demand, planning, resourcing and performance
- Understand the Voice of the Customer/Agent and set performance targets
- Optimise customer journeys and agent onboarding/coaching/performance
- Implement performance controls, optimise customer channels and implement churn prevention
- Drive efficiency through technology or outsourced solutions
Creating a range of benefits across 3 areas
Customer
- +85% Customer satisfaction
- Improved Net Promoter Score
- Wait times <60 seconds
- Complaints <1%
- Monthly churn <1.5%
Contact Centre
- Abandon rate <5%
- Handling time optimised
- +85% First call resolution
- +80% Quality
- Upsell & sales through service
Agents
- Monthly attrition <3%
- +85% Engagement scores
- Customer First focus
- Long tenure
- Defined career paths
Our Team
Our Customer Experience team includes a range of diverse talent from experts who all have direct contact centre experience but also work in other areas of business and sales transformation.
We can build the ideal team to suit your business challenge, with services that you can bring in or turn off as necessary throughout the duration of the project.
Our Customer Experience Experts
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![A front profile of Simon Kissane]()
More about TimSimon Kissane
Partner - Contact Centre Customer Performance Specialist
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![A front profile of Meredith Sharples]()
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"We found exactly what we were looking for. We were immediately impressed by their approach - understanding our business and technical requirements in detail"
Paul Brock, CEO BCS Consulting
"We were immediately impressed"
Get in touch with Simon today
Just some of our clients
Amazon
Audi
Post Office
BA
BP
A little bit about Cambridge MC
Cambridge Management Consulting is a specialist consultancy drawing on an extensive network of global talent. We are your growth catalyst.
Our mission is to help our clients make a better impact on the world.
Industry insights
In this article, Tom Burton, a cyber security expert and technology thought leader, addresses the historical roots of our implicit trust in computers. As AI models increasingly begin to mimic human traits such as memory and learning, he asks how we can better manage risk and evaluate trust in an era of AI technology.
Authors
Authors
