CH Consulting Group
Expert Guidance to Optimize Customer Experience

Throughout the business landscape’s journey from brick and mortar shops to web-based online stores, the old adage ‘Customer is King’ has never lost its criticality. Today, customer experiences powered by innovative technologies that can personalize a consumer’s path from advertisements to final purchases are paramount in attracting and maintaining a steady clientele. However, many things stand in the way of delivering an excellent customer experience. For starters, many businesses are hesitant to adopt new technologies and training/development programs that can drive better customer engagement and increase ROI. This is because most of the organizations lack required knowledge, skills, budget, and other resources to set up an effective strategy that will help them improve the customer experience, enhance agent training, retention rate, operational performance, and identify areas of opportunity. In fact, finding, sourcing, deploying, and maintaining a tech stack in a way that does not cut deep into organizational resources has become a prevalent challenge across the business landscape. To address these issues, organizations are on the lookout for experienced consultants who can guide and advise them on industry best practices and strategies to achieve success in the contact center space.

Having more than 250 years of combined industry experience and a far-reaching network of contacts in the industry, Minnesota-based CH Consulting Group (CHCG) addresses these issues with its comprehensive portfolio of consultation services. Specializing in Omni-Channel Contact Centers, CHCG offers advisory services to enhance clients’ operations, CX strategy development, leadership development, technology usage and more. “Our portfolio combines proven strategies with industry expertise to help businesses improve their customer experience and gain the desired ROI,” says Christa Heibel, founder and CEO of CHCG.

As a renowned business management consulting company, CHCG is known for helping its clients implement and manage the evolving customer experiences they offer through its efficient and high-performance omni-channel contact center and other services. The company delivers on its promise to transform customer experiences for good by leveraging the hundreds of years of collective experience of its team of omni-channel contact center, business strategy and architecture, and resource development experts.

According to Christa, most of the company’s first-time engagements are with organizations wanting CHCG to conduct its comprehensive 360-degree view assessment of important departments such as Operations, IT, WFM, Training and QA. “The 360-degree view assessment provides a report of a client’s current technology strategy, performance indicators, their desired future goals, and a roadmap on how to achieve them,” explains Christa.Alternatively, CHCG offers a dynamic framework for identifying professional challenges and opportunities.

Our portfolio combines proven strategies with industry expertise to help businesses improve their customer experience and gain the desired ROI

The company also has extensive experience with new hires, skills development, and on-going training. These offerings support clients through the development of custom training materials based on unique client needs. And if the clients need a new agent training program that improves attrition and increases employee satisfaction, CHCG has it all covered. “In case our enterprise clients don't have the IT leadership and resources to run an omni-channel contact center, we offer the resources and the interim leadership guidance to bridge the gap in their understanding of technology in contact centers,” adds Christa. CHCG also helps companies across the world create, revise, and execute effective omni-channel strategies. They review clients’ current IT setup to help increase efficiencies and eliminate redundancies.

A real-world customer case study that perfectly illustrates this is CHCG’s collaboration with a Midwestern BPO where the company supported the client with developing a new roadmap after a change in ownership. The customer approached CHCG to conduct a SWOT audit of their call center operations and review their operational efficiencies and use of best practices. And after the analysis, CHCG provided interim management solutions and a roadmap that the client needed to take in order to reach their desired goals. Further, results of CHCG’s assessment also led to the termination of the BPO’s director of operations, which created a leadership gap promptly filled by the company’s interim expert. Then call center operations were restructured and a priority-based issue mitigation strategy was developed. Five months after this project, the client’s new and improved leadership led their firm to their highest ever staff count and improved workforce morale, thereby achieving their goal of priming themselves for future growth.

Currently, CHCG continues to win clientele with its ability to offer their agile portfolio of services with the personal and expert-backed touch of its team of experienced consultants. The company prides itself for having a proven record of providing solid strategy development as well as tactical implementation support, which is lacking even in industry-leading services suites. Moving forward, CHCG plans to expand some of its offerings into managed services while continuing to innovate its support capabilities and better help its customers in enhancing their customer experience with a revenue-generating contact center technology strategy.