Evolving the Call Center in an Omnichannel World - North Highland and Sparks Grove Define the New Customer Care Relationship
December 8, 2014
North Highland, a global management consultancy, together with Sparks Grove, its marketing strategy division, have identified six key trends that are critical to shifting today’s traditional call center to a proactive, responsive customer relationship center. “Shifting from Call Center to Customer Relationship Center,” a new whitepaper from North Highland and Sparks Grove, addresses the need for organizations to rethink all channels through which they connect with customers to deliver the interactive, multi-faceted customer-driven experience that their customers expect.In addition to identifying these trends, the whitepaper also discusses the role technology plays in the new era of customer relationship management, noting a wide-range of technologies, such as live-chat systems, voice analysis and social media monitoring, that should be part of a customer relationship center’s operations.
“At North Highland, we combine the deep expertise of our consultants and knowledge in customer relationship center design with customer experience experts from Sparks Grove to deliver improvements that help our clients make the jump from call center of yesterday to customer relationship center of tomorrow,” said Jenny Strange, principal at North Highland.
For more information on North Highland’s and Sparks Grove’s expertise in customer care and customer experience, and to read the full whitepaper, visit www.northhighland.com.
About North Highland
North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, transformation, performance improvement, and technology and digital. We add value and support our clients across the full spectrum of consulting, from strategy through delivery. We bring the big ideas, then we make them real. North Highland is an employee-owned firm, headquartered in Atlanta, Ga., with more than 3,000 consultants worldwide and 60+ offices around the globe, and has been named as a “Best Firm to Work For” every year since 2007 by Consulting Magazine. The firm is a member of Cordence Worldwide (www.cordenceworldwide.com), a global management consulting alliance. For more information, visit northhighland.com and connect with us on LinkedIn, Twitter and Facebook.
Sparks Grove, the marketing strategy and creative division of North Highland, delivers clients fresh ideas that invigorate their brands and resolve pressing business challenges. Sparks Grove provides marketing, visioning and visualization, emerging interactions, and communication services to many of the world’s leading brands. For more information, visit sparksgrove.com or follow @sparksgrove and facebook.com/sparksgrove.
Building Personal Retail Experiences for an Audience of One
Throughout this report are results from a North Highland-sponsored survey of more than 200 director-level and higher employees with leadership responsibilities in customer experience at global companies with revenues more than $1/£1 billion conducted in October 2017. The results define three foundational steps toward creating a personal connection in mass retail and an assessment to guide leaders toward personal connection approaches likely to generate the greatest impact and ROI.Perspective