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Customer Operations

What do customers experience when they interact with your business? Deloitte’s Customer Operations practice helps organizations develop, implement, and operationalize multichannel customer interaction capabilities for both external and internal customer-facing operations. We can assist you with: Operational assessment – Taking the first step in identifying what can be done to improve customer interaction efficiency and efficacy Operating model design – Designing and implementing new or improved organizational, capability, and business models to improve customer experience and reduce cost Omni-channel effectiveness – Improving consistency, integration, and efficacy of customer interactions across customer contact channels and deploying additional channel capabilities Technology enablement – Guiding and overseeing contact center technology strategy, selection, design, and implementation Sourcing strategy – Identifying and implementing enhanced approaches for sourcing operations to support customers Transformation road map and execution – Creating pragmatic, executable paths to positively impact customer interaction issues

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