Our Services
By partnering with Total CX, our clients can be provided with a range of options and solutions to allow them to innovate, transform and improve the way they interact with and support their customers.
Total CX Strategy
We believe customer service experiences should be Easy, Personalised, Intuitive & Contextual. It’s why we aspire to deliver EPIC CX.
We also know businesses want effectiveness & efficiency in the way they support their customers. Effectively engaging with all customers in the right way, whilst operating at the optimal operating cost. That’s where we can help. We can offer :
Best in class Customer Service Experience Resources across all channels
- Multilingual Contact Centre & Customer Service Support teams
- Voice – Inbound & Outbound
- Digital – Chat, Email, Messaging, Social Media & Chatbot
- Telesales, Retention, Technical Support & Admin teams
- Planning, Reporting & Scheduling
- Quality & Performance Management teams
- Training & Performance Improvement
- Dedicated teams (blended or fully outsourced) & peak support resource management
Best in class CSX Technology across all touch points
- Multichannel customer contact platforms (voice, digital, email, chat, messaging & social media)
- Speech & Text self-service (NLP, Chatbot, Digital Asst)
- Multichannel Workforce Engagement platforms(WFM, QM, E-learning)
- Post interaction CSAT Survey & Response solutions
- Agile Agent Desktop solutions (Ticketing, Case & Workflow management)
- Dynamic customer self-service & agent support solutions
Embedded Analytics & Insights within every customer interaction
- Speech Content & Sentiment Analysis – Real-time and post call
- Advanced CSAT & NPS Response Management
- Detailed Insights & Analytics including trend analysis
- Data Content & Sentiment Analysis – real-time and post digital interaction
- Keyword & phrase summaries delivering insights on reasons for contact & outcome
- Self-service effectiveness & helpfulness across all channels (voice, digital & social)
- Social listening & response management
Consulting & Innovation Advanced AI services across all aspects of CX
- Discovery sessions with potential clients to identify & highlight CX improvement opportunities
- Innovation workshops to explore & create CX improvement plans
- Regular ongoing CX Innovation discussions with existing clients
- Offerings will include improvements to multichannel customer journeys
- Artificial Intelligence, RPA, IA & GenAI opportunities
- Pilot concepts for CX innovation & new concept prototyping
Our approach
Our services sit within 4 core business areas, each of which are linked, ensuring we can deliver the very best customer contact and service experience solutions to our clients.
Customer Contact & CX Resources
We offer highly motivated and engaged Contact Centre & Customer Service Experience staff. Therefore, positive employee engagement is core to our management beliefs and values, so we will never take shortcuts on staff wellbeing.
We can provide flexible resources capable of supporting the variable growth requirements of high trajectory companies, additional resources to supplement your in-house teams, or a fully Outsourced Customer Service & Contact Centre solution, in which we manage the entire delivery of your customer contact, service & experience needs.
Our staff cover all types of customer need, across every lifecycle stage, covering multiple channels, across all sectors. Helping customers or prospects get solutions or answers as well as we can with pre-sales, sales, fulfilment, field services, technical support, aftercare and even complaints is at the core of what we do, and we will never forget the importance of doing that well.
The positive performance from our employees is of huge importance to us, and we will always ensure our people positively represent the brands they interact with on every occasion.
Multi-channel CX Technology
Whether it be multi-channel customer contact Technology (digital, social media or voice), customer relationship management platforms (CRM), workforce management (WFM), Analytics driven performance insights, or next Gen AI chat solutions, we offer them all.
We are investing in GenAI & RPA solutions to ensure customer service experiences delivered by our agents flow seamlessly across all channels.
But we know some clients have their own CX solutions, as well as platforms at the core of their business such as ERP, CRM, PoS etc. So, we are also comfortable utilizing our clients Technology solutions, supported by our own resources, analytics and insights, if that is a more appropriate approach.
We believe CX Technology needs to be applied in the right way to ensure customer experiences are Easy, Personalised, Intuitive & Contextual, not just bolted on without a clear end to end vision for the experiences we provide.
CX Analytics & Insights
We want to continually ensure our customers experiences are as effortless as possible, whilst ensuring the best outcomes are always delivered by our self-service solutions and our customer service & contact centre staff.
Therefore, we embed AI powered analytics into every interaction a customer has with us, whether that be through phone, digital or social media channels or via our self-service solutions. We then use these deep analytics to improve processes, journeys or even advise our own staff on how to improve their own performance.
Our view is that customer service experience should relentlessly aim to improve three things: Engagement, Effectiveness & Efficiency.
CX Innovation & Consulting
At the core of Total CX is our desire to deliver the very best levels of customer contact & service to all customers of our clients.
So, we work tirelessly to identify & highlight any potential areas of CX improvement, whether that be changes in customer journeys, introduction of new technology, or the latest solutions in GenAI.
We innovate heavily within the areas of Artificial Intelligence (AI), Analytics & Insights, focusing on creating the very best Natural Language self service solutions across voice, website, app & social media channels
Total CX will relentlessly pursue best practices in the adoption of the latest CX Technology, constantly pioneering, but we will always take care of the basics.
Total CX is capable of providing exceptional contact center and customer service solutions for our clients based on their personalized requirements and objectives.
