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Alorica Experiences Practice

Strategic partners for the life of your business
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Desired Outcomes… Delivered

Whether you’re new to market, have negative customer ratings, or expanding competition, shifting your focus to CX will help you deliver on your business objectives.
Actionable Insights
Actionable Insights
Gain deeper insights into your consumer and their journey to optimize your CX.
Loyalty & Engagement
Loyalty & Engagement
Harness data and insights to create long-term relationships and extend brand relevancy.
Efficiency & Optimization
Efficiency & Optimization
Apply predictive modeling and advanced analytics to maximize performance and your ROI.

Delivering Customer Satisfaction With Actionable Insights

Whatever your business need may be, when it comes to your customers, we’ve got you covered with consulting strategies tailored to move your business forward.
With multiple strategic advisory services to best meet your unique needs, we can move you forward fast.

Strategic Advisory focused on the overall customer journey and touch points

  • Contact Mapping: A focused analysis (strengths & recommendations) on a single channel within the customer journey
  • Service Journey Mapping: An analysis across all channels to understand, qualify and quantify how customers are engaging for support
  • Customer Journey Mapping: Identifying relevant personas and segments and mapping how they are engaging with your products and services
  • VOC/Next Gen NPS Assessment
  • Contact Optimization: Meet customers where they want and when they want
  • CX Immersion Assessment

Strategic Advisory focused on the employee/agent to help build loyalty and satisfaction

  • Contact Mapping
  • Service Journey Mapping
  • Customer Journey Mapping

Strategic Advisory focused on your digital tools and services to help build Digital Maturity and Digital-First Solutions

  • Digital Transformation Solutioning
  • Automated Discovery A robotic tool that quickly identifies tasks, activities, and processes best suited for automation
  • Alorica Automation Integrate, unify, and transform processes through process reengineering and automation
  • CX/DX Tech Assessment
  • DX Immersion Assessment

Strategic Advisory focused on your Outsourcing Business to drive Cost and Experience Optimization

  • Geo Optimization: Optimizing your delivery experience to best align with your business objectives
  • Process Mapping
  • Service Blueprints: Actionable solution delivery plans including the frontstage and backstage components needed to deliver the desired experience
  • Competitive Benchmarking
  • Next-Gen/Contact Center Optimization: An analysis of your delivery and identifying ways to avoid, deflect and optimize
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Results You Can Measure

15%

Lift in NPS® for a fast-growing new economy company rapidly scaling customer support

Millions

Of dollars saved for a consumer electronics manufacturer by optimizing their self-service support

13%

Reduction in AHT for a global banking company through applied training & coaching methods

10%

Minimum opportunity to reduce agent-assisted contacts per AEP’s assessment of contact center volume

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Ready to Get Started?
Ready to take your business to the next level? Discover what our powerful combo of analytics + technology + expertise can do for your bottom line.
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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST). Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.

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