Christa Heibel, Founder and CEO
“You’ve got to start with the customer experience and work backward toward the technology, not the other way around.” – Steve Jobs
This quote by Jobs sums up the significance of customer experience (CX) in today’s technology-driven business environment. Several forward-facing businesses, like contact centers, are striving to enhance their CX strategies and implement appropriate technology solutions to complement those processes. However, with the advancement in technology across a multitude of operations and a barrage of technology solutions such as omnichannel communication platforms, artificial intelligence, automation, and business analytics platforms, the contact centers are spoilt for choices. According to Christa Heibel, CEO and Founder of CH Consulting Group, technology should be driven by business and operational requirements. She emphasizes on the need for smart investments and meticulous strategy in the contact centers by acquiring a thorough understanding of business processes, customer base, geographical demographics, and desired outcomes. This is where CH Consulting Group (CHCG) makes a difference by offering expert guidance to help contact centers optimize their overall performance and improve CX.
The company is an overall business architect that leverages more than 250 years of its collective experience of the team to help contact centers keep up with the best practices in the industry. CHCG conducts a 360-degree assessment of its clients' processes and operations to understand their existing pain points, current standing in the marketplace, and business objectives. The discovery phase comprises an analysis of the geography in which the clients are operating, consumer demographics, responses of different communication channels, and several other factors. This analysis is mostly data-driven that creates quantifiable information around workflow, performance, cost allocation, and many other aspects.
We undertake a very collaborative approach and use our extensive exposure and expertise to bring the cutting edge of best practices and technology deployment to the table
Once the gaps within the contact center are identified, CHCG creates strategies, training programs, leadership development path, roadmap, and help them implement appropriate technology tools for an impeccable workflow and performance management. “We undertake a very collaborative approach and use our extensive exposure and expertise to bring the cutting edge of best practices and technology deployment to the table,” says Christa. Besides, the company offers a dashboard level analytics that helps the leadership within the contact centers to gain a real-time and holistic view of their key performance indicators. This not only helps in ensuring the smooth functioning of day-to-day business but also helps the contact centers stay in line with their future roadmaps.
In order to ensure a successful implementation of its strategies, CHCG also takes up the role of interim leadership, which can be in parallel or as a replacement to the existing leadership within contact centers. An instance is the customer success story of a BPO with multiple call centers in the Midwest. The BPO, which had experienced a recent change in ownership, was looking to improve processes, increase revenue, and support growth. Upon being brought on board as an expert consultant, CHCG conducted a thorough operational SWOT analysis of the company’s call center operations and provided management with a present as well as a future roadmap. The company also assumed the role of the Director of Operations to lead day-to-day operations, as well as to implement the recommendations from operational assessment and bring new growth to the company. This resulted in an improved culture, enhanced scheduling process, and several other benefits for the BPO. Moreover, CHCG also identified a long-term replacement for the Director of Operations role who aligned with the BPO’s new vision and goals.
With a long list of satisfied clienteles, CHCG has experienced growth between 70 and 75 percent annually over the last five years. In addition to the customer experience, the company has also expanded its service portfolio into areas such as marketing, business development, and finance. “Not only strategy, but we are also extremely focused on tactical deployment and success for our clients to help them cultivate a better culture and improve the bottom line,” concludes Christa.