Choosing the right partner

Best Practices

From Airlines to Telecom and Banking, the team is well versed with the elements that bring efficiency, productivity and improvements in the arena of contact centers.  

Consulting

Our teams are certified in the area they work. Be it business operations, technology or processes, we provide best in class services, with international exposure. 

Contact Centers

One of the core area of expertise of our team is contact center, where we bring lots of industry best practices and help our clients, to convert contact center from cost center to revenue generation centers

CRM

One of the core area of expertise of our team is CRM, where we bring lots of industry best practices and help our clients, to convert contact center from cost center to revenue generation centers. The experience is not limited to a specific product but our team has worked on Salesforce, MS Dynamics 365, Sugar CRM and a custom build CRM.

Assessment

Having extensive  experience, with different clients around the globe, we bring unique industry practices, that can change the way you manage your contact centers.

How it goes

Global Standards

Depending on the type of engagement, industry, department, engagement sponsor,  a limited list of areas that we assess are given here.

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Improved Service Journey Management

Identifies and targets improvement for the critical service journeys that impact customer experience and business success.

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Consistent Implementation

Ensure processes, metrics and targets are consistently implemented. Our Framework defines complete structure and process to implement and efficient design.

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Utilize Customer Feedback

Effectively collect, understand and incorporate customer feedback. Leverage best practices that are consistently updated in standards.

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Enhanced Employee Engagement

Focuses on critical drivers of employee engagement that reduce attrition and increase satisfaction

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Digital Assisted Channel Management

Includes new roles, measurements and processes for improved management of digital service channels.

Areas of Expertise 

Engagement Practice

Based on the requirements of clients, there are many areas that can be assessed based on Global Standards, however, following are few areas that are assessed during the engagement but not limited to:

  • Frontend/Agents
  • Back Office Operations
  • Complaint Management
  • Workflows Engagement
  • Customer Care Centers
  • Technology Stack
  • Management Reporting
  • Workforce Management
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Confidentiality

Confidentiality is the core pillar of practices. A non disclosure agreements are in place before any engagement is conducted.

Experience

We not only have local consulting experience, but we also being international working hours, that helps us generate best practices.

Certified Lead Implementor

We dont simply do the assessment but make sure that it following all industry best practices under Implementation Lead. Be it ISO or other

Management Sponsor

It is important for the success of any engagement that we have sponsor from the top management to ensure delivery. 

Testimonial

What Client Say's

The excercise with Cube CX was one of the best consulting engagement, our clients are extremely happy to bring 39% efficiency in their contact center operations .
Geith Muhammad CEO - Zain Telecom 
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We have no words to thank the team, involved in the overall engagement. They are very talented, experienced and expert in the area of improving and optimizing overall operations. 
Nelly SAOUD Director Ops - Singapore Airlines
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We are very selective on choosing the engagement partner. The CX team has proven to be, one of the best team we have worked with. The outcome has proved their expertise. 
Nahi Chammas - Audi Bank Head of Operations
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