Coalesce - Incubation

Launch of new products and services (or re-launch of existing ones) involves many decisions from marketing and service delivery people alike and often the day-to-day contact centre infrastructure is unable to properly support early strategic change.

Our solution provides a highly focused ‘incubator’ capability using selected resources in a selected location. Incubator is a ‘virtual’ team consisting of cross-discipline resources - a team which builds an entire end-to-end capability both individually and collectively. Incubation affords the opportunity for a professional testing ground for new concepts, ideas or changes to existing practices - but with a significantly minimised risk to the organisation and to the customer base.

Incubation can often be used in acquisition and/or telemarketing environments or where an organisation wants to try out new things but believes them to be potentially costly and where gain/offsets are not clearly understood or believed. They can also be used effectively in the customer servicing arena - that is to say the on-going relationship with the customer post-initial sale - to test changes to various processes and procedures, including complaint handling. In this way customers and staff alike can have a genuine input into shaping a truly workable process which satisfies all parties and maintains that essential competitive edge.

Click here to find out more about how Coalesce would structure an incubation project.


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	Launch of new products and services (or re-launch of existing ones) involves many decisions from marketing and service delivery people alike and often the day-to-day contact centre infrastructure is unable to properly support early strategic change. Our solution provides a highly focused ‘incubator’ capability using selected resources in a selected location. Incubator is a ‘virtual’ team consisting of cross-discipline resources - a team which builds an entire end-to-end capability both individually and collectively. Incubation affords the opportunity for a professional testing ground for new concepts, ideas or changes to existing practices - but with a significantly minimised risk to the organisation and to the customer base. Incubation can often be used in acquisition and/or telemarketing environments or where an organisation wants to try out new things but believes them to be potentially costly and where gain/offsets are not clearly understood or believed. They can also be used effectively in the customer servicing arena - that is to say the on-going relationship with the customer post-initial sale - to test changes to various processes and procedures, including complaint handling. In this way customers and staff alike can have a genuine input into shaping a truly workable process which satisfies all parties and maintains that essential competitive edge. Click here to find out more about how Coalesce would structure an incubation project. Strategy \| Operational Reviews/Audits \| Programme & Project Management \| Supplier Procurement & Management \| Systems & Technology \| Business Drivers, KPIs & Performance Management \| People \| Processes \| Operational Management \| Incubation \| Customer Surveys \| Benchmarking \| Outsourcing

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