Contact Centre Transformation & Customer Satisfaction

Designing first-class Customer Experiences

Supported by data, AI and our industry experience


Today’s customers want autonomy and efficient self-service as well as a human voice when things go wrong. The modern contact centre stands at a rubicon between traditional methods and future automation; juggling the advances of AI and its evident shortfalls, which require the intervention of a knowledgeable and empathetic call centre representative.


At Cambridge Management Consulting we recognise the myriad challenges, from managing contact volumes and demand patterns to tracking abandon rates and average wait times. Our expertise extends to providing detailed reporting down to the agent level, ensuring you have the insights needed to drive efficiency and effectiveness.


Bridging the difficult integration of teams and automation

Knowing why customers reach out, the reasons behind complaints, and the sentiments expressed on social media is vital. Our services include comprehensive root cause analysis and the development of actionable ‘fix plans’, helping to address issues at their source and enhance customer experience and satisfaction.


We conduct coaching and development to achieve high Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets. The knowledge base of your agents, along with a thriving workplace culture is integral to your success.

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Collectively we have


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Case Study

RE/MAX


1000 Users onboarded in less than 6 weeks


RE/MAX is an American international real estate company that operates through a franchise system. RE/MAX trades in over 100 countries and territories.


Challenges

  • Maintenance of 8 separate platforms 
  • Need integration with SFDC
  • Limited call insights and analytics 
  • Need to save time with fast deployment 



Solutions

  • Improved customer support with unified app on any device
  • Improved customer management with SFDC integration
  • Accurate real time agent coaching with Ai Agent Assist and analytics

How we help our clients

Our team of experts has decades of experience providing support to a range of contact centres in different industries

Contact Centre Transformation

Our holistic approach ensures that agents are empowered with the skills and insights needed to perform at their best, while AI enhances their capabilities, leading to improved customer experiences and operational performance.

Customer Experience as a Service

By providing fractional teams and resources, we deliver targeted training and development for call centre teams, alongside the use of advanced automation. Our clients benefit from a finely tuned balance of human expertise and AI capabilities, resulting in a more effective and responsive contact centre environment.

AI Efficiency & Cost Savings

Navigate the new world of AI to deliver tangible business benefits that compliment your front line agents. AI CSAT allows you to survey all customer interactions, whereas services like AI Scorecards means quality/compliance scores can be applied to all interactions rather than a small volume of human call listening 

Voice of the Customer

Gain actionable insights that transform call centre training and problem-solving. We provide deep customer behaviour understanding, root cause analysis, and targeted 'fix plans,' leading to quick resolutions & superior service quality. 

Voice of the Agent

Your agents talk to and listen to your customers everyday. We have extensive experience in Voice of The Agent programmes to ensure you are aware of customer issues, tap into your brand reputation and lower attrition through an engaged workforce

Industry-leading AI-Powered Customer Intelligence Platform


We have partnered with Dialpad, an industry-leading intelligent customer platform and workspace that provides businesses with a full suite of sales, coaching & communication tools.


Dialpad Ai can improve your contact centre and sales operations with these AI-driven solutions:   


  • Ai Contact Centre: The world’s most advanced customer engagement platform
  • Ai Sales Centre: Outbound sales with live coaching at every step
  • Ai Voice: The world’s smartest business phone system
  • Meetings: Ai-powered video meetings with built-in transcriptions
Front profile of Simon Kissane

Our international Contact Centre Transformation practice is led by 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 of 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.


Simon runs our Customer Experience as a Service (CXaaS) capability, supporting companies with their contact centre operations, particularly as they scale, ensuring customer satisfaction is achieved with the right infrastructure, training and metrics.

Our team can be your team


Our team of experts have multiple decades of experience across many different business environments and across various geographies.


We can build you a specialised team with the skillset and expertise required to meet the demands of your industry.


Our combination of expertise and an intelligent methodology is what realises tangible financial benefits for clients.

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Our Customer Experience Experts

Industry insights


Neon 'Open' sign in business window
by Tom Burton 9 October 2025
SMEs make up 99% of UK businesses, three fifths of employment, over 50% of all business revenue, are in everyone's supply chain, and are exposed to largely the same threats as large enterprises. How should they get started with cyber security? Small and Medium sized Enterprises (SME) are not immune to the threat of cyber attacks. At the very least, if your business has money then it will be attractive to criminals. And even if you don’t have anything of value, you may still get caught up in a ransomware campaign with all of your data and systems made inaccessible. Unfortunately many SMEs do not have an IT team let alone a cyber security team. It may not be obvious where to start, but inaction can have significant impact on your business by both increasing risk and reducing the confidence to address new opportunities. In this article we outline 5 key questions that can help SMEs to understand what they need to do. Even if you outsource your IT to a supplier these questions are still relevant. Some can’t be delegated, and others are topics for discussion so that you can ensure your service provider is doing the right things, as well as understanding where their responsibilities stop and yours start. Q1: What's Important & Worth Defending Not everything needs protecting equally. In your personal life you will have some possessions that are dear to you and others that you are more laissez-faire about. The same applies to your digital assets, and the start point for any security plan needs to be an audit of the things you own and their importance to your business. Those ‘things’, or assets, may be particular types of data or information. For instance, you may have sensitive intellectual property or trade secrets; you may hold information about your customers that is governed by privacy regulations; or your financial data may be of particular concern. Some of this information needs to be protected from theft, while it may be more important to prevent other types of data from being modified or deleted. It is helpful to build a list of these assets, and their characteristics like the table below:
Illustration of EV sensor fields
by Duncan Clubb 25 September 2025
Explore the rise of edge AI: smaller data centres, faster networks, and sustainable power solutions. See why the future of digital infrastructure is distributed and intelligent | READ FULL ARTICLE
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“AI CSAT is making our agents more aware of how they present themselves and raises the bar.” 


Rena Bishop – IT Supervisor, Human IT

"Raises the Bar"

Get in touch with our Consultants today


We are a highly collaborative team of senior-level executive professionals able to adapt to any challenge, however niche & challenging.

+44 (0)1223 750335

info@cambridgemc.com

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Case Studies


Our team has had the privilege of partnering with a diverse array of clients, from burgeoning startups to FTSE 100 companies. Each case study reflects our commitment to delivering tailored solutions that drive real business results.

CASE STUDIES

A little bit about Cambridge MC


Cambridge Management Consulting is a specialist consultancy drawing on an extensive global network of over 200 senior executives in 22 countries.


Our purpose is to help our clients make a better impact on the world.

ABOUT CAMBRIDGE MC