CX Performance Enablement

Service
OVERVIEW

After uncovering gaps with the CX Operations Scan and improving processes through CX Flow Redesign, the next step is to ensure that your contact center consistently performs at peak levels.

The CX Performance Enablement work stream embeds the redesigned processes into daily operations, equips staff with the tools and training they need, and ensures performance is measured, monitored, and continuously improved. This work stream turns change into sustained operational excellence and ensures your contact center delivers on strategic business goals.

What it includes:

Training & Coaching – implementing targeted programs so staff adopt new workflows and best practices.

Performance Measurement & Analytics – creating KPIs, dashboards, and reporting mechanisms to track improvements and outcomes.
Operational Governance – defining roles, responsibilities, and processes to maintain accountability and process integrity.
Continuous Improvement Framework – setting up structures to regularly review processes, identify gaps, and optimize performance over time.
Technology & Tools Optimization – ensuring platforms, integrations, and automation are fully leveraged to support redesigned processes.

What Makes Us Different:

End-to-End Program Thinking – we don’t just redesign workflows; we make sure improvements are implemented, monitored, and sustained.

Data-Driven Impact – all changes are tracked with clear metrics so improvements are measurable and transparent.
Real-World Expertise – our consultants bring hands-on operational experience to ensure recommendations work in practice.
Transparency & Collaboration – progress is visible in Wrike, giving you full insight into adoption, milestones, and performance outcomes.
Guaranteed Results – if performance targets aren’t achieved after full implementation, we will restart the work stream for free.

The Outcome:

By the end of the CX Performance Enablement work stream, you’ll have:

Sustained Efficiency Gains – process improvements are fully embedded and consistently followed.
Measurable Operational Performance – clear KPIs, dashboards, and metrics track success and drive accountability.
Scalable Frameworks – workflows, training, and technology are ready to support growth and future changes.
Elevated Customer & Employee Experience – consistent, measurable improvements in service quality, satisfaction, and engagement.