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LEARN THE CX TRENDS DOMINATING 2021

Customers are evolving, staff members needs are changing, and contact centres need to adapt to operating in this new world. Find out the 5 trends you need to be focused on for 2021.

GET THE REPORT

FIND YOUR CONTACT CENTRE MATURITY

Find out your maturity score across the six segments of operational excellence, and identify the specific elements you can focus on to improve your current maturity.

TAKE THE ASSESSMENT

MEASURE AND OPTIMISE YOUR CX PERFORMANCE

As the channels our customers use continue to grow, and our work becomes increasingly flexible, measuring our contact centre performance effectively is becoming increasingly important.

OUR SOLUTIONS

WORKSHOPS & TRAINING

When you’re looking to build the capability of your team or get laser-focused on the completion of an important activity, we conduct face to face or virtual workshops to expertly guide your team through the process.

Always focused on execution not just information, we can work with you to build your strategic plan, map out a project or infuse innovation into your team’s thinking.

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REVIEWS & ASSESSMENTS

When you’re looking to build your contact centre roadmap and want some insights to help identify the initiatives that will make a real impact in your centre, we conduct assessments & reviews that inform impactful improvements.

Whether you’re looking to transform your people, processes, customer journey or technology, we’ll develop a clear and detailed roadmap to drive your business forward.

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PROJECT DELIVERY

When you’ve got a clear improvement roadmap but are lacking the capacity or capability to bring these improvements to life, we work side by side with your team to drive your transformation forward.

Whether embarking on a large or small project, looking for one specialist resource or an entire project team, we’ll seamlessly integrate with your team, bringing our been-there-done-that experience to enhance the success of your transformation.

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CUSTOMER SUCCESS

““Athena consulting excelled in every way. They brought in skilled people, with the right attitude, and worked successfully alongside our business. They focused always on delivery, but also never took their eye off building our internal capability. A pleasure to work with, and I would recommend Athena to any organisation looking to build their operational capabilities, particularly in the contact centre space.””

— Andrew R - Head of Change

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LATEST CONTENT

Featured

Dec 15, 2020

Identify key areas for improvement within your contact centre with pinpoint accuracy using CXMA

Dec 15, 2020

You don’t know what you don’t know. So what can you do to find out what you don’t know, so you can take steps to start to know it?! This is one of the biggest challenges many contact centre leaders are faced with. This is where the Customer Excellence Maturity Assessment, or CXMA for short, proves to be the most beneficial self-assessment tool every customer service leader needs.

Dec 15, 2020

[4 Step Guide] How to Identify The Right KPIs For Your Contact Centre

Dec 15, 2020

Managing a contact centre is no easy task. Managing a contact centre in an environment where both the customer and the contact centre are evolving rapidly can be likened to juggling swords while they’re on fire, one-handed, while blindfolded and riding a unicycle across a tightrope. At least, sometimes it can feel that way. And yet here you are.

Dec 15, 2020

The Definitive Guide to 15 Contact Centre Metrics and KPIs

Dec 15, 2020

There may come a time when you notice things in your contact centre aren’t going as smoothly as they should. Rather you notice employees are unhappy, customers are unhappy and overall operational performance is suffering. Or, maybe it’s been that way for a while.

Dec 15, 2020