Contact Centre managers are under constant pressure to both control costs and protect levels of customer service. Given the highly complex nature of their environment, this presents them with an ongoing challenge: how to achieve the precise operational control necessary to balance these objectives.

Customer Service Engineering (CSE) approaches the Contact Centre as a Strategic Production Unit and applies engineering principles to ensure organisations achieve the desired quality of service at the lowest possible cost of servicing the customer.

CSE distinguishes itself in many ways, including the providing of services on a ‘Pay-as-you-go’ model. Known as Software as a Service (SaaS) today, this is the commercial model CSE offers to make Business Intelligence tools accessible to customer service operations without the need for major capital investment.