Contact Centre Transformation & Customer Satisfaction

Designing first-class Customer Experiences

Supported by data, AI and our industry experience


Today’s customers want autonomy and efficient self-service as well as a human voice when things go wrong. The modern contact centre stands at a rubicon between traditional methods and future automation; juggling the advances of AI and its evident shortfalls, which require the intervention of a knowledgeable and empathetic call centre representative.


At Cambridge Management Consulting we recognise the myriad challenges, from managing contact volumes and demand patterns to tracking abandon rates and average wait times. Our expertise extends to providing detailed reporting down to the agent level, ensuring you have the insights needed to drive efficiency and effectiveness.


Bridging the difficult integration of teams and automation

Knowing why customers reach out, the reasons behind complaints, and the sentiments expressed on social media is vital. Our services include comprehensive root cause analysis and the development of actionable ‘fix plans’, helping to address issues at their source and enhance customer experience and satisfaction.


We conduct coaching and development to achieve high Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets. The knowledge base of your agents, along with a thriving workplace culture is integral to your success.

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Case Study

RE/MAX


1000 Users onboarded in less than 6 weeks


RE/MAX is an American international real estate company that operates through a franchise system. RE/MAX trades in over 100 countries and territories.


Challenges

  • Maintenance of 8 separate platforms 
  • Need integration with SFDC
  • Limited call insights and analytics 
  • Need to save time with fast deployment 



Solutions

  • Improved customer support with unified app on any device
  • Improved customer management with SFDC integration
  • Accurate real time agent coaching with Ai Agent Assist and analytics

How we help our clients

Our team of experts has decades of experience providing support to a range of contact centres in different industries

Contact Centre Transformation

Our holistic approach ensures that agents are empowered with the skills and insights needed to perform at their best, while AI enhances their capabilities, leading to improved customer experiences and operational performance.

Customer Experience as a Service

By providing fractional teams and resources, we deliver targeted training and development for call centre teams, alongside the use of advanced automation. Our clients benefit from a finely tuned balance of human expertise and AI capabilities, resulting in a more effective and responsive contact centre environment.

AI Efficiency & Cost Savings

Navigate the new world of AI to deliver tangible business benefits that compliment your front line agents. AI CSAT allows you to survey all customer interactions, whereas services like AI Scorecards means quality/compliance scores can be applied to all interactions rather than a small volume of human call listening 

Voice of the Customer

Gain actionable insights that transform call centre training and problem-solving. We provide deep customer behaviour understanding, root cause analysis, and targeted 'fix plans,' leading to quick resolutions & superior service quality. 

Voice of the Agent

Your agents talk to and listen to your customers everyday. We have extensive experience in Voice of The Agent programmes to ensure you are aware of customer issues, tap into your brand reputation and lower attrition through an engaged workforce

Industry-leading AI-Powered Customer Intelligence Platform


We have partnered with Dialpad, an industry-leading intelligent customer platform and workspace that provides businesses with a full suite of sales, coaching & communication tools.


Dialpad Ai can improve your contact centre and sales operations with these AI-driven solutions:   


  • Ai Contact Centre: The world’s most advanced customer engagement platform
  • Ai Sales Centre: Outbound sales with live coaching at every step
  • Ai Voice: The world’s smartest business phone system
  • Meetings: Ai-powered video meetings with built-in transcriptions
Front profile of Simon Kissane

Our international Contact Centre Transformation practice is led by Simon Kissane

Contact Centre Performance Improvement Specialist

Simon is a highly experienced contact centre operations leader and performance improvement specialist. He has spent the last 20 years in contact centre operations focussed mainly on the telecoms sector. 


He has significant experience managing both small- and large-scale onshore and offshore contact centres covering the UK, South Africa, the Philippines, and India. He has a proven track record of delivering innovative customer-led transformational change using his insights to build relationships in complex, highly-matrixed global businesses. Simon has also held senior management positions at some of the UK’s biggest brands.


Simon runs our Customer Experience as a Service (CXaaS) capability, supporting companies with their contact centre operations, particularly as they scale, ensuring customer satisfaction is achieved with the right infrastructure, training and metrics.

Our team can be your team


Our team of experts have multiple decades of experience across many different business environments and across various geographies.


We can build you a specialised team with the skillset and expertise required to meet the demands of your industry.


Our combination of expertise and an intelligent methodology is what realises tangible financial benefits for clients.

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Our Customer Experience Experts

Industry insights


A graphic of a Classical statue head wearing a VR headset
by Duncan Clubb 23 April 2025
Edge computing, 5G, IoT and AI are contributing to a paradigm shift in retail that will imagine new possibilities made commercially viable by real-time data processing. In this article, we look at the convergence of these technologies and how they will offer a radical new vision of our high street by offering customers exciting new experiences that can rejuvenate in-store shopping and retail spaces. First, in Part 1, we look briefly at each technology and discuss the technical advantages they offer and how this supports new types of customer experience. Then in Part 2 we look at industry predictions about how the retail space might evolve over the next decade. Part I Edge Computing Edge computing involves processing data near its source rather than in a centralised location. In retail, this means deploying IT infrastructure in or near store venues where consumers interact with products. This ecosystem enables real-time decision-making and personalised customer experiences by analysing data from sensors and IoT devices within the store. Edge computing is a concept that applies to an integrated network of processing units, data centres and sensors that handle data close to the user. Micro Data Centres The compute part of edge computing needs to be housed in proper data centre facilities, to ensure that the expensive server equipment, especially those used by AI systems, are kept in the optimum conditions — this helps keep maintenance and operational costs down. Even though edge compute systems can be relatively compact, retailers will mostly be unwilling to give up valuable floor space for the IT equipment and its associated infrastructure (like cooling and electrical systems), so the more likely scenario is that smaller data centres will be used that can be located close by but in back-of-house areas, such as loading bays, car parks, warehouse areas and so on. These will often be operated as cloud services so that multiple retailers can benefit from edge compute without having to bear the upfront capital cost, and, most importantly, the ongoing maintenance required to keep them operational. 5G 5G networks offer high-speed connectivity and low latency, which are crucial for supporting advanced retail technologies like augmented reality (AR) and Internet of Things (IoT) applications. The increased bandwidth allows for seamless integration of online and offline shopping experiences, enabling features like virtual try-ons and real-time product comparisons. This connectivity supports personalised marketing strategies that take place in real time and deliver targeted promotions in store. Internet of Things (IoT) The Internet of Things (IoT) refers to a network of interconnected devices, machines, and sensors that collect, store, and transfer data over the internet. These devices are embedded with sensors, software, and network connectivity, allowing them to communicate with each other and with other internet-enabled systems. IoT plays a crucial role in enhancing the retail experience by providing real-time data on customer behaviours, security risks, buying preferences, inventory supply levels and daily operations. IoT devices will principally include cameras but also a range of other sensors such as RFID tags and smart shelves.
Aerial view of a countryside town at night
by Clive Quantrill 23 April 2025
How to Connect Rural Britain and the Hardest-to-Reach Customers The lack of rural connectivity in the UK has become a pressing issue , creating a digital divide that impacts individuals, businesses and farmers. Modern society relies on digital services, and the lack of access to reliable, high-speed internet is a pervasive social issue that results in digital exclusion for communities, depriving them of fundamental services like online banking, health care, and education. This lack of access has a further impact on social mobility, particularly when around 37% of workers in the UK spend at least one day a week working remotely. In 2021 the Public Accounts Committee published a report on improving broadband which states ‘1.6 million UK premises, mainly in rural areas, cannot yet access superfast [internet] speeds’. Since then, we are happy to report that there has been some progress. As of early 2025, approximately 98% of all UK households have access to high-speed broadband (defined as speeds of 30 Mbps or higher) . In rural areas, that figure is 89% — a decent improvement in the last few years. However, the gap is larger when we consider gigabit speeds: only 52% of rural households can connect to gigabit-capable broadband, compared to 87% in urban areas There is still a significant gap to plug, but things are moving in the right direction. This allows the focus to shift, in part, to the next phase: establishing a modern digital infrastructure which can support a digital-first strategy in public services, as well as encouraging local innovation, such as smart city programmes. The hope is that this infrastructure will drive inward investment which then create a virtuous circle, where as more infrastructure is built, more innovative businesses are attracted to the region, which in turn drives demand for more advanced infrastructure. In this article we look at the improvements in rural connectivity and the programmes and innovations which are most likely to have a social impact.
A waterfall is Yosemite national park
by Adam Taylor 22 April 2025
What are Nature-based Solutions? Nature-Based Solutions can deliver multiple benefits in single locations, delivering greater impact for people, planet, and profit, and moving ESG from being just another cost to a competitive advantage. Today in the ESG space companies are expected to measure and manage their greenhouse gas emissions and water consumption, impacts on biodiversity, air, and water quality, and how their activities affect not only their staff but the communities they operate within. As a result, many companies now measure their impacts, and some employ companies to mitigate or offset their residual effects; however, this outsourcing approach is often costly and inefficient; with each residual effect mitigated or offset separately, uncertainty about the delivery or impact of the work, and delivery in other regions of the world meaning wider benefits are missed. The Business Case for Nature-based Solutions These costs and inefficiencies can be overcome however by mitigating and offsetting multiple residual effects at once by delivering Nature-Based Solutions on company land and buildings, or within the communities they serve. For example, creation or restoration of local grasslands, woodlands or wetlands would deliver carbon and biodiversity credits, water nutrient and air quality improvements, and reduced flood, drought, and wildfire risks in the areas where your company operates and your staff and customers live. Delivering these multiple impacts removes the costs of awarding and managing multiple contracts with different companies, whilst the schemes localness provides certainty of delivery and impact, and wider benefits including new local partnerships, provision of accessible natural greenspace improving staff and community health and wellbeing, and an enhanced corporate image and reputation. With ESG moving rapidly to the top of the social and political agenda the breadth and depth of ESG related disclosures that are required will only grow, so now is the best time to consider how you can deliver these more efficiently and impactfully through Nature-Based Solutions, positioning yourselves as a market leader and making this a key strand of your competitive advantage. Key Steps your Businesses should Take: Step 1: Evaluation of the measurement and management of environmental and social impacts Review of strategies, targets, costs, and impacts of existing approaches to measuring, addressing, and reporting on environmental and social impacts, including gathering stakeholder insights, and reviewing available resources, capabilities, assets, to identify where Nature-Based Solutions could be delivered. Step 2: Exploration of Nature-Based Solution delivery options Identification and assessment of Nature-Based Solution locations that deliver against company needs, including delivery and maintenance costs, partnership opportunities and appetite, and the potential for additional company benefits. Step 3: Delivery of Nature-Based Solutions Engage ESG team, local community, partners and contractors in detailed design and delivery of Nature-Based Solutions, develop and implement maintenance, monitoring, and governance protocols, collate and communicate lessons learnt, celebrate successes. How We can Help edenseven is the sustainability-focused sister-consultancy of Cambridge MC with an award-winning track record of helping businesses design and deliver data-driven sustainability strategies. With experts covering a wide range of sustainability subjects, from biodiversity & nature-based solutions, to electric vehicle fleet solutions, power purchase agreements (PPA), low carbon technologies, building optimisation, supply chain management, and end-to-end business transformation, we have experienced experts ready to help with any of your sustainability needs. With over 15 years' delivering nature-based solutions, Adam’s experience cuts across the public, private and third sectors having delivered time and again place-based solutions that increase profit whilst benefiting people and planet; the triple bottom line. Please get in touch below to find out more.
An artistic representation of fin LEO satellites lined up in space
by Mauro Mortali 16 April 2025
"Is it Snowing in Space?!" “Is it snowing in space?!” Asks a disgruntled Bill Murray in the film Groundhog Day when he is told that he cannot call out from the snowbound town of Punxsutawney, Pennsylvania. If there is a remake, Bill might not have to worry: signal dead zones may soon be a thing of the past due to recent advancements in satellite technology. Whereas the old picture of satellite communications was a scientist in the wilderness with a big clunky antenna, these days the technological payload is all in space. Recent advancements such as Low Earth Orbit (LEO) satellites, advanced beamforming, and the use of mobile spectrum bands means that any phone supporting 4G LTE can potentially receive satellite data directly. This integration of satellite and terrestrial networks is set to reshape the mobile industry, creating both opportunities and challenges for traditional mobile network operators (MNOs) and mobile virtual network operators (MVNOs). In this article we give an overview of the technological advancements, the major players in the market, and then consider the effects this will have on traditional wholesale mobile market structures; concluding with the emerging opportunities for new revenue and growth. The Evolution of Satellite Connectivity Historically, satellite communications operated independently from terrestrial networks, serving specialised markets with limited scalability and high entry barriers. However, recent advancements, particularly in Low Earth Orbit (LEO) satellite technology, have dramatically altered this scenario. The most well-known example is obviously SpaceX, which has played a pivotal role in democratising space: reducing barriers to entry and making satellite connectivity more scalable, performant, and accessible. SpaceX and other companies have found innovative ways to dramatically reduce costs. Since Sputnik 1 in 1957, launching payloads into space has been prohibitively expensive, with costs exceeding $100,000 per kilogram in the 1960s and averaging $16,000/kg for heavy payloads from 1970 to 2010. SpaceX’s innovations have brought these costs down through reusable rockets, vertical integration, economies of scale, and advancements in materials and manufacturing processes: leading to price points as low as $100 per kilogram in recent years. However, cost is just one of the barriers. The real gambit has been provided by Low Earth Orbit (LEO) satellites, which typically orbit at altitudes ranging from approximately 160 to 2,000 km and offer low-latency, high-speed connectivity — making them ideal for real-time applications and direct-to-device communications. The latest generation of technologies now enable LTE mobile phones to connect directly to satellites without specialised hardware, marking a significant milestone in mobile communications. The Major Satellite-to-Cell Players While SpaceX's Starlink has garnered the most attention, several other major companies are actively developing satellite-to-cell technologies and forming strategic partnerships with terrestrial mobile operators. As of April 2024, Starlink had established 15 partnerships with mobile carriers globally — including T-Mobile in the US. T-Mobile has structured its beta program to begin with text messaging capabilities, gradually expanding to include picture messages, data connectivity, and eventually voice calls. As of February 2025, it is reported that 7,086 Starlink satellites are in orbit, with 7,052 being operational. AST SpaceMobile has emerged as a significant innovator, achieving a historic milestone in April 2023 with the first-ever two-way voice call directly with an unmodified smartphone, via their BlueWalker 3 satellite. AST SpaceMobile launched its first five commercial satellites, the BlueBird 1-5 mission, on September 12, 2024, aboard a SpaceX Falcon 9 rocket. Lynk Global represents another significant player. In a recent expense report, it revealed that each satellite costs around $400,000 to build and up to $815,000 to launch into space. They hope to have up to 1000 satellites (for full continuous broadband coverage) in orbit by 2025 and 32 mobile network operator (MNO) partnerships by the end of 2025. The company has successfully demonstrated text messaging capabilities from satellites to standard cellular devices and continues to expand its constellation and service offerings. Huawei has partnered with China Telecom to demonstrate satellite-to-phone messaging capabilities, while Apple has worked with Globalstar to implement emergency satellite messaging features in recent iPhone models. Implications for Traditional Wholesale Mobile Market Structures Traditionally, the wholesale mobile market has been structured around MNOs, MVNOs, and wholesale aggregators. Revenue streams have typically included MVNO wholesale pricing, and IoT and machine-to-machine (M2M) solutions. However, the rise of satellite-to-cell technology poses potential threats to this established model. Disintermediation of MNOs and MVNOs Satellite-to-cell connectivity introduces the potential for disintermediation, where control traditionally held by MNOs could become fragmented across multiple parties in the value chain. As satellite providers increasingly offer direct-to-device services, traditional operators risk losing their central role in network management and customer relationships. Pricing Pressure on Wholesale Markets The increased availability and competition from satellite connectivity providers could exert downward pressure on wholesale pricing. As satellite services become more affordable and accessible, traditional wholesale providers may face challenges in maintaining their pricing structures and profitability. Competitive Pressure in IoT and Enterprise Applications Satellite connectivity is particularly well-suited for IoT and enterprise applications, especially in remote or challenging environments. As satellite-to-cell technology matures, traditional wholesale providers may face intensified competition in these segments, necessitating strategic adjustments to remain competitive. Emerging Opportunities in Satellite-to-Cell Connectivity Despite these challenges, the integration of satellite connectivity into mobile networks also presents substantial opportunities for innovation and growth. Forward-thinking operators can leverage satellite-to-cell technology to develop new business models and revenue streams. Hybrid Terrestrial-Satellite Subscription Models Providing Ubiquitous Connectivity Operators can offer hybrid subscription plans that seamlessly integrate terrestrial and satellite connectivity. Such models provide customers with uninterrupted coverage, enhancing user experience and creating differentiated service offerings. Wholesale Satellite Resale for MVNOs Satellite-to-cell technology opens new avenues for MVNOs to expand their service portfolios. By reselling satellite connectivity, MVNOs can offer enhanced coverage and reliability, particularly in underserved or remote regions, thereby attracting new customer segments. IoT and Enterprise-Focused Applications Satellite connectivity is a natural fit for IoT and enterprise applications, such as remote monitoring, asset tracking, and industrial automation. Mobile operators can forge strategic partnerships with satellite providers to deliver specialised solutions for these markets, tapping into new revenue opportunities. Emergency-Only and Disaster Recovery Plans Satellite-to-cell technology can play a crucial role in emergency and disaster recovery scenarios, providing a reliable backup to terrestrial networks when they are unavailable or overwhelmed. Operators can develop emergency-only plans that leverage satellite connectivity to ensure critical communications during crises. Conclusion Satellite-to-cell technology represents a convergence of space and terrestrial communications systems that promises to fundamentally alter global connectivity markets and players. The dramatic reduction in launch costs by a factor of 20 has enabled the deployment of massive satellite constellations that were previously economically unfeasible. The competitive landscape continues to evolve rapidly, with SpaceX, AST SpaceMobile, and Lynk, and traditional telecommunications companies all pursuing various technological approaches and business models. Commercial text messaging services are already becoming available through beta programs, with video calling capabilities demonstrated and voice calls progressing toward wider availability. The integration of 5G standards with satellite networks continues to advance through collaborative industry initiatives, with projections of a $50 billion market by 2032. As this technology continues to mature throughout 2025 and beyond, it promises to eliminate mobile dead zones and create new application possibilities that were previously unimaginable. The future of mobile communications is undoubtably hybrid: blending terrestrial and non-terrestrial networks into seamless connectivity solutions that follow users wherever they go. This has wide reaching implications for connectivity in remote and isolated regions, and offers perhaps the fastest and most cost-efficient route to bridging the digital divide. It will also transform how we respond in disaster zones and hazardous areas — increasing the ability to protect and save lives with faster and safer humanitarian and emergency services.
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“AI CSAT is making our agents more aware of how they present themselves and raises the bar.” 


Rena Bishop – IT Supervisor, Human IT

"Raises the Bar"

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We are a highly collaborative team of senior-level executive professionals able to adapt to any challenge, however niche & challenging.

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Case Studies


Our team has had the privilege of partnering with a diverse array of clients, from burgeoning startups to FTSE 100 companies. Each case study reflects our commitment to delivering tailored solutions that drive real business results.

CASE STUDIES

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Cambridge Management Consulting is a specialist consultancy drawing on an extensive global network of talent. We are your growth catalyst.


Our purpose is to help our clients make a better impact on the world.

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