Macevan Consulting

With over 25 years experience in Contact Centres and Project Management across multiple industries, we offer a strategic yet tactical hands on approach touching on several key areas; Comprehensive analysis of your operations, not only helping you identify opportunities for improvement, savings and growth, but will work hands on with your team to improve and exceed your goals. Reviewing and layering your internal processes with the experiences of your customer? Do your processes work for you or your customers? Improve your customer engagement, NPS or CSAT scores by reviewing the true customers experience with your company and implement the improvements. Launching a new technology, process or product? One of the biggest gaps is the Organizational Readiness to support that new initiative. Everything from agent adoption, KPI measurements, business practices and compliance can be impacted. We can identify gaps, challenges and guide you through to a smooth implementation. Project Management and Operational integration for mergers and acquisitions. Ensuring all key tactics, integration plans and cross functional planning are completed on time and complete.