Strategy Realization Consulting: Knowledge and guidance from experts for those who want to explore different ways to achieve their strategic objectives such as cost reduction, service improvement and customer retention, through macro changes like virtualization, introduction of automated service, outsourcing and starting new contact centers.
Realization Consulting: Is intended for those who want to explore different ways to achieve their strategic objectives through macro changes to people, process and technology, and execute these plans successfully. Examples of Realization Consulting include improving service through virtualization, reducing costs through automated service and improving sales by migrating processes to new contact centers.
Operational Consulting: in depth advice for those who want to concentrate on operational areas and objectives, such as increasing first call resolution by getting routing right, improving quality through call recording and reducing costs with better workforce management.
Operational consulting is intended for those who have already selected operational areas and business objectives that they would like to focus on. For example, improving performance through training and development, reducing costs with better resource planning or improving customer satisfaction with quality monitoring. Operational consulting can also help you explore the cost and service implications of changes to a number of operational areas at the same time so you can compare the likely outcomes and choose where to focus your improvement efforts.