we make your sales and cx team thrive!

Building a customer journey is a holistic process that must encompass every portion of your organization. To do this right requires attention to detail and a strict eye with the end in mind.

BizSprints helps build customer journey strategy for companies and teams through our process of:

1. ANALYZE

2. STRATEGIZE

3. DEPLOY

4. SUPPORT

Our team will analyze your current journey for any gaps, design unique strategies to deploy corrections to those gaps, assist in deployment where it makes sense, and finally do something most will not which is sticking around to help support your team to ensure the new strategy sticks.

ANALYZE

Companies come to BizSprints to help them figure out if what they “believe” is an issue within their customer journey is actually happening.

In response BizSprints deploys our team to perform a complete Customer Journey gap analysis with a strict focus on impact to Sales and Customer Experience.

A few ways to know if your team needs BizSprints to Analyze your CX or Sales team is:

• High Turnover on your sales and customer service teams.

• Customer Acquisition Cost (CAC) rising.

• Net-Promoter Score at Neutral or less.

• Sales numbers flat or dropping.

strategize

Building with the end in mind we take what we learned during the Analyze stage and now layout our action plan. During this stage we stress test each milestone and build contingency plans where appropriate. This way as we move into Deployment we can be as prepared as possible for the unexpected that will certainly come and disrupt our prefect strategy.

 A strategy is critical, but till it is actioned on, the plan is entirely worthless. Taking action is why BizSprints goes beyond just analysis and planning to deploy your new strategy within your contact center or at your Business Process Outsourcer (BPO).

How we accomplish this is by assigning your team a Project Action team that consists of a:

• Project Manager

• Subject Matter Expert

• Operations Specialists

• Data Guru

This team will be your tip of the spear to ensure your new strategy is taken to done. Along the way, they will also carefully monitor any gaps in the plan, create quick remedies, report them to you, and then update the project immediately. BizSprints is agile and works at the pace of your center, NOW (No One Waiting)!

* The Action Team can support projects that BizSprints did not build. A Discovery Session is required for these projects thought.

 Your solution is now deployed and running, now what?!

That’s right it is time to make sure it does not break and be there to make sure someone on the team is continuing to ask WHY something occurred.

Our WHY Team provides your contact center with the extra layer of protection you need to ensure that your back is always covered. So when you get a 200% to forecast spike in Web chat traffic at the 1am interval, followed by a 125% to forecast spike at the 1:15am interval. You know someone is digging into the WHY while you scramble to find bodies to support your crazy queue.

The WHY team is a unique team that is comprised of:

• Workforce and Traffic Analysts

• Business Operations Analysts

• Business Intelligence Analysts

• Former Operations Management Team Members

The WHY team is not here to just provide a data point. They are the team that will find the root cause, provide supporting data behind their claim, and provides suggestion action items for your team to evaluate based on the urgency of the impact on your staffing.

In summary, this is the command center every ops team wishes was watching their back!