How do you service your customer?
MindTribes measurably improves metrics like CSAT, NPS, error rate, duplication, speed to competence, chat bot effectiveness and efficiency by using data, human centred design, BPO leadership best practice and cultural dimensions.
Offshore Contact Centres (Captive and Vendor)
MindTribes leverages cross-cultural competencies to connect the offshore agent to the customer, by
- assessing and advising on offshore sourcing and selection strategy
- reviewing and advising on L&D content and capability
- using our 4 step model to improve on customer experience (Quality, CSAT, NPS)
- scaling through train-the-trainer/ coach-the-coach and LMS deployment
- supporting execution across 12 months through an interactive mobile application
- supporting execution across 12 months (microlearning, social learning and gamification)
MindTribes supports companies deploying artificial intelligent solutions, by
- Employing a human centred design approach (both customer and employee) to the AI solution
- Identifying the impact of Intelligent Automation to people and processes
- Mapping workforce capability for seamless human integration with automation and
- Planning and managing the change to people (engagement, capability and capacity)
Want your offshored, global teams and local leadership to manage your front and back office more effectively?
Tools & Methodology
Our focus on supporting people cross border up to a 12 month period, has become our differentiator.
We target our cultural knowledge to the context of the work or business environment.
Diagnostics & Design
MindTribes runs a full diagnostics process to inform design.
We use big and client data on work flows, the customer and employees to assess the opportunity for improvement and co-create success measures. The rich analysis allows for bespoke recommendations and tailored design of learning scenarios.
MindTribes has developed cultural content for Eastern and Western business contexts, focusing on improving job specific behaviours.
Our differentiator is that our content is quickly tailored using the specific MIBQ data and an assessment of our client’s job context. Participants gain specific knowledge about their cultural gaps and strengths and leave having already applied the cultural knowledge learnt to their job context.
MindTribes easily scales for large cohorts via a Train The Trainer format and/or with the use of a Mobile App
Team or individual
Performance Coaching, post job-focussed training, is essential to support the development of cross cultural competence, in partcipant’s operational environment.
Performance or goals are measured and assessed to include relevant cross cultural competencies. Coaching sessions (individual or team) are scheduled across, a 12 month period, to maintain momentum, embed learning and reach goals. The GROWTH model together with International Coach Federation (ICF) methodologies are applied.
Performance Coaching across large organisations is achieved via a Coach The Coach format and/or social engagement via a Mobile App
Performance Reviews, at the 6 and 12 month mark, allow for consultation, coaching, practical recommendations, and steady progress.
As MindTribes delivers these services across industries, we are positioned to provide a best practice comparative assessment. Performance Reviews allow for proof of a return on investment on training and coaching activity.
Where a Train the Trainer and Coach the Coach arrangements are in place, reviews are used to reassess trainer and coach competence.