Value-centric, outcome-driven solutions
Leveraging advanced consulting solutions to revolutionize experiences
Transform your customer service and engagement with TP Infinity's integrated consulting solutions. Optimize every touchpoint with innovative strategies to streamline your operations, enhance efficiency, and achieve higher customer satisfaction (C-SAT) for a seamless experience.
Comprehensive services
Combining process, technology, and expertise for transformative results
CX maturity design
Boost C-SAT, loyalty, and operational efficiency by enhancing employee engagement, drivig innovation, and fostering a customer-centric culture, ultimately supporting revenue growth and brand reputation.
Define assessment criteria
Identify key metrics like voice of the customer (VOC), employee engagement, and process efficiency to assess CX maturity accurately.
Gather data
Collect insights using surveys, interviews, external benchmarks, journey maps, and analytics to evaluate current CX capabilities.
Analyze findings and recommend
Analyze the data to highlight strengths, weaknesses and develop actionable recommendations.
Assessing CX maturity with proven methods
Journey mapping
Satisfaction surveys
Competitive benchmarking
Voice of customer (VOC) analytics
Target operating model (TOM) redesign
Aligning strategic goals with your operational structure
Assess current state and create a vision
Evaluate your organization's current state in collaboration with stakeholders to envision a future that meets and industry standards and surpasses goals.
Identify gaps
Gather insights through surveys, interviews, external benchmarks, journey maps, and analytics to evaluate current CX capabilities.
Design implementation roadmap
Develop a detailed and prioritized roadmap for implementing the target operating model, including impact analysis and plans for each component.
Unlocking insights with essential TOM methods
Business process modeling
Enterprise architecture mapping
Organization design and simulation
Benchmarking
Platform assessment design
Evaluate and compare Contact center as a service (CCaaS), conversational artificial intelligence (AI), and customer relationship management (CRM) applications to recommend solutions tailored to your specific needs.
Gather requirements
Collaborate closely with stakeholders to understand their business needs and translate these into specific scoring criteria.
Assess and compare platforms
Evaluate platform capabilities based on functionality, scalability, integration, user experience, security, cost, and innovation enablement.
Score and suggest
Recommend the top-ranking application platform that aligns with your business goals. Outline an application architecture incorporating the suggested platform for targeted business outcomes.
Key methods for application excellence
Workflow and data modeling
Application performance monitoring
Use case development
Security testing and quality assurance (QA)
Workforce optimization
Improving forecasting, scheduling, staffing, and real-time adherence
Enhance resource utilization, efficiency, and performance across various aspects of capacity management.
Drive forecasting accuracy
Use historical data and predictive analytics to accurately forecast interaction volumes and average handling times (AHT). This ensures optimal staffing levels and prepares your team for demand fluctuations.
Optimize scheduling
Develop efficient schedules for customer experts based on forecasts, skill sets, and availability. This maximizes operational efficiency and aligns resources with your business needs.
Optimize staffing
Train and allocate customer experts effectively to meet staffing requirements. Balance workloads and align skills to boost productivity and service quality, ensuring your team consistently performs at its best.
Core methods to enhance workforce efficiency
Volume and AHT forecasting
Training simulation
Skill-based routing
Workload balancing
Business process reengineering
Improving efficiency, effectiveness, and competitiveness
Rethink and redesign core processes using lean six sigma principles to eliminate waste and reduce operational variance, achieving significant performance gains.
Conduct value stream mapping
Use Lean Six Sigma principles to map current processes. Incorporate time and motion data to identify inefficiencies and areas for improvement.
Analyze data
Apply Lean Six Sigma to analyze process data. Identify root causes of defects or variations to enhance overall performance.
Drive Kaizen events and DMAIC projects
Initiate Kaizen events for quick wins. Implement define, measure, analyze, improve, control (DMAIC) projects to address complex process challenges and achieve sustainable improvements.
Methods to drive effective process redesign
Value stream mapping
Hypothesis testing
Experimental design
Statistical process control
Analytics and insights
Harnessing the power of advanced analytics to optimize performance, mitigate risks, and understand customer needs
These capabilities drive operational efficiency and secure a competitive advantage for your organization.
Collect and preprocess data
Gather and preprocess relevant data, including calls, chats, and emails, as well as transactional data, to ensure quality and consistency for analysis.
Analyze interactions
Use speech-to-text transcription to identify trends, sentiments, and key topics, revealing patterns and areas for improvement in customer service, products, and policies.
Predict and improve outcomes
Apply machine learning (ML) algorithms to forecast future outcomes based on historical data, enhancing metrics like customer churn, sales conversion, and other critical business indicators.
Advanced methods for comprehensive data-driven insights
Process and data mining
Sentiment analysis
VOC analytics
Predictive modeling and visualization
Case study
An American global home sharing company that specializes in providing short and long-term homestays and unique experiences.
Business challenges
- Required standardized workflows to guide customer experts through potential actions using step-by-step questions.
- Needed to enhance customer expert guidance and adherence.
- Find solutions to address complex and lengthy knowledge base articles.
The solutions
- Implemented a simulation/sandbox environment for effective training feedback.
- Introduced gamified learning to positively influence user behavior.
- Used screen unification to consolidate data efficiently.
- Applied AI-driven severity determination to assess case severity.
- Established an ideation portal to capture improvement suggestions from customer experts.
- Leveraged process mining to identify and close execution gaps.
Real results
Take your business to the next level!
Boost your customer experience and operational efficiency by leveraging our expertise, proprietary solutions, and powerful technology partnerships in automation and digital CX.