Frontline Transformation
About
This service transforms customer service delivery across all touchpoints. It follows the same improvement methodology as our CX service but tailored for customer-facing support teams.
Benefits for Businesses
- Improve first-contact resolution
- Reduce wait times and escalations
- Enhance brand perception at key touchpoints
- Empower staff to deliver memorable service
What the Service Covers
- Customer service journey audit
- Gap analysis (people, process, systems)
- Service experience redesign
- Training and capability development
- Implementation support and tracking
Delivery Format & Duration
- On-site or virtual assessment
- Touchpoint shadowing
- NICXI.ORG-based eLearning for customer service teams
