Practical interim, project and advisory support for UK contact centres and customer service teams.
Practical help across your whole customer operation.
We take an independent look at how your customer operation runs today. We map your key customer journeys, use surveys, reviews and complaints to find the pain points, and show you what to fix first.
You get: a clear, prioritised list of what to fix first and why.
We cut avoidable contact, simplify journeys and get your workforce planning right, so service improves while cost falls. We also lead change in contact centres and help you get more from your outsourcing partners.
You get: fewer avoidable contacts, better service and a workforce plan that holds up.
We help you resolve complaints fairly and early, support customers in vulnerable circumstances, and meet Consumer Duty and similar expectations with reporting that stands up to regulators and ombudsman schemes in any regulated sector.
You get: fairer outcomes, fewer escalations and reporting you can stand behind.
We find practical, safe uses of artificial intelligence and automation that genuinely help customers and colleagues, and take successful trials into everyday running.
You get: AI that helps customers and colleagues, with the risks managed.
Need cover now? We can provide an interim head of customer service at short notice.
A clear, simple process, so you always know what is agreed and what comes next.
A short, no-obligation chat about your operation and what you need.
We set out the scope, timescales and costs in writing, and work starts once both sides have signed.
We carry out the work with regular check-ins, then hand everything over in full so there are no surprises.
Tell us briefly about your operation and the challenge. We reply within one working day.
Or email us at contact@reshapecx.co.uk