Customer Experience Consulting for Contact Centers | ICMI

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Customer Experience Consulting

Are your customers' experiences building loyalty or quietly costing you customers? In a contact center, profitability and cost control both depend on the quality of the interactions your team has every day, and that quality is hard to see from the inside. ICMI's customer experience consulting measures it, finds where it breaks down, and gives you a plan to fix the processes behind it. ICMI has worked with contact centers for nearly 40 years.

What Customer Experience Consulting Covers

  • Objectives. Clarify what a good customer experience means for your operation, in terms your leadership, your agents and your customers would all recognize.
  • Measurement. Map every interaction type across phone, chat, email, self-service and social, then collect accurate sample data instead of relying on one survey score.
  • Diagnosis. Analyze where your processes help the customer and where they get in the way, by channel and by interaction type.
  • Strategy. Rebuild your contact center strategy around the experience you want to deliver, including where technology helps and where it does not.

The Customer Experience Consulting Process

Align stakeholders. We start with your leadership and frontline managers to agree what the customer experience should be and how it will be measured.

Map and measure. We document every interaction type, sample real interactions across channels, and gather the data behind them.

Analyze. We test each process against the experience you want to deliver and rank the gaps by customer impact and cost.

Optimize. You get a prioritized plan covering process, people and technology, with the quick fixes separated from the structural ones.

Why ICMI for Customer Experience Consulting

ICMI has trained, certified and advised contact centers for nearly 40 years. Our consultants benchmark your operation against industry data, not opinion, and every engagement is scoped to your operation and budget rather than sold as a package.

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Related Consulting Services

  • Quality Program and QA Analysis, when the experience problem is in how interactions are evaluated and coached.     
  • Omni-Channel Assessment, when customers get a different experience on each channel.
  • Employee Engagement Analysis, when the customer experience problem is really an agent experience problem.

Customer Experience Consulting FAQ

Measures how interactions actually land with customers across every channel, finds the processes behind the bad ones, and gives the operation a plan to fix them. The consultant works with your data and your people rather than delivering a generic playbook.

QA scores individual interactions against a form. Customer experience consulting looks at whether the form, the processes and the strategy are measuring and producing the experience customers want. Often the QA program is one of the things that changes.

A written assessment with findings by channel and interaction type, a prioritized improvement plan, and a review session with the consultant. What you act on, and whether you want ICMI's help doing it, is your call.

Usually not first. Most gaps we find are in process and measurement. Where technology is the constraint, ICMI's technology practice can assess options separately.