Consultancy

Performance tuning

Our business consultants are experts in performance tuning.

We expect every engagement with you to deliver real benefits. The kind of benefits that come from being able to look at the big picture - and then drill down to address specific issues.

Consultancy that's not just words - it's actions to improve your performance.

Knowledge

A knowledge review looks at the information you've collected and how it's being used. It looks at:

• Do you have the right information
• Is it structured in the right way
• Is it meeting the needs of your community
• It it being used effectively
• What insight can you extract

The goal is to tune up your system to make sure it's delivering. Where are it's strengths and weaknesses.

Collaboration

The key to continuous improvement is the engagement and contribution of the whole community.

A collaboration review looks at how your team is sharing and makes sure that you can recognise strong performers and encourage the others.

It lays down a framework for improving collaboration and collecting more expertise.

Communications

How well are you communicating, both internally and with your customers?

We look at how well you respond to different types of interactions, the speed and quality of your communications and what more you can do.

Are you getting the maximum benefit from every customer interaction?

Skills and Trends

A regular review of your skill sets and how they meet your needs is invaluable. CommonSense monitors user behaviour to help identify new requirements.

As your business evolves and grows, we help you align your skill and knowledge resource to meet new demands.

First Time Resolution

Looking specifically at customer service, we look at ways to improve performance in terms of effort required and quality of service.

This starts by spending time with customer service advisers, looking at how they use the system and their ideas for increasing performance.

We analyse historical performance by topic and channel to find more ways to resolve customer issues first time.

Self Service Performance

This is an in depth comparison of your internal resources and those you share with customers. Do you have the right level of detail, the right language and the right content to meet your customers needs?

We analyse customer behaviour on the self service site focusing on behaviour that leads to a phone call or direct enquiry. These may be good, leading to a new sale or up-sell, but they can mean you're not delivering the best self service for your customers.

The goal is to divert more enquiries to self service to increase performance and reduce costs.