Thinking in people process and technology

The Institute is in the business of thought leadership and brings together all of the Contact Sciences and offers training and accreditation services to Contact Industry Professionals.

Contact 2.0 is now starting to arrive. 90% of call centres still only managing to deliver phone calls in a world where customers are becoming more demanding, the contact industry is struggling to keep up with what the technology can deliver and what the customers want.

The battle for the share of the customers wallet is always competitive. But in a world of contracting demand there has never been a more important time to understand opportunity and cost.

Current Issues - We are driven by business processes that are not keeping up with the challenges about blending channels (like Phones Internet Stores IM IVR Mail E-mail) and the technologies that support them (like Multimedia Web chat, Pod Cast, IVR CTI ACD VOIP Dialler MI Recorders Desktop Servers and Business Applications) and the human sciences (like CRM HR Regulatory Planning Business Analysis & Strategy) & Soft Skills like (Negotiation Sales & Service ) to manage customer experience in the most effective way. Our business analysis tools and our business processes & practices are the things we change the least and last.

Customer Experience is now at the heart of compliance.

In customer experience & compliance ..... change is constant and relentless at the moment. New challenges to address and less customers to turn into sales and less money everywhere. New customer behaviour to respond to. Last years methods & data less useful. New types of regulation with new ways to measure success and new types of fines. Working to help contact centre owners, customers and the suppliers of technology to catch up with the business challenges that arise from the new world of Unified Contact.

Providing training up to and including Degree Equivalent courses focused on Call Centre & Contact Centre Subjects. We are dedicated to providing Call Centre Managers Supervisors & Team Leaders with training that includes a balanced programme of People Process & Technology subjects.

Developing new standards to help deliver new types of Business Cases for complex deliverables

New ways of managing CRM and Customer Experience

Contact info@incosci.org