Customer Experience and Process Improvement Engineers

I’ve partnered with Jenny and Carol over the past 14 years in multiple roles.

I rely on them to help sort through complex situations, identify the best path forward, and create enthusiastic buy-in across teams in an organization.

I’ve seen their ability to deliver quality in-person and virtually with empathy, a can-do approach, and an unwavering focus on business outcomes.

We are proud to partner with Zelus on an increasing number of initiatives.

Their operational design approach is highly effective for complex operations and they have a unique perspective that enables teams to hit the ground running.

Their commitment to excellent, flexible learning design and delivery is critical now and every day in our growing business.

I have worked with Zelus for over 20 years at several companies to solve complex, operational issues.  Their thought leadership and ability to get the job done is unique and one of the main reasons I have hired them over and over again.  They are change agents that are easy to work with.  They understand what it takes to help people make the changes that improve outcomes.

They have helped me transform contact centers through process and workflow redesign, system analysis, and learning and development outsourcing. They are masters at driving adoption that improves customer and employee satisfaction and facilitates operational excellence.

The Contact Center Advisory Board was given a charge to improve the quality and consistency of the customer experience across the Commonwealth of Massachusetts’s contact center and associated operations. We selected Zelus because they talked about the business need. Their view was that the business goals and best-in-class metrics had to come first. And that technology must then be aligned to enable the people performance. This would lead to satisfied customers.

They seemed to know, even at the outset, the approach needed to radically improve performance. We selected them to build strategies for three agencies. With the DUA, they provided a compelling roadmap for improving agency-wide performance through initiatives across people, process, and technology. Within weeks they were upskilling the staff and the leadership team. Their working sessions helped the staff understand the root causes of their claim backlog, and its impact on customer service. The sessions armed supervisors and leaders with new approaches to distribute work and manage staff with varying skill sets resulting in improved performance of the existing team. They made a difference in a few short weeks. And enabled the department with a detailed roadmap for the future.

I highly recommend the Zelus team. They quickly understood our operations and worked with us to improve agent performance. They built learning simulations to break down complex topics and improve agent retention.

They also helped us transform our processes to align with new systems and service customers in our new technical environment in a very short window. They rolled up their sleeves in a very collaborative manner. They project managed the effort and worked cross-functionally with 100+ vendors and internal staff to identify and close gaps in the creation of SOPs. This foundational work created alignment with our new world across the organization. It was amazing.

The Zelus team is great. I was very impressed with their ability to build engaging, accurate, empathetic and learner-focused content. They had very limited source material to work from but were able to quickly work with our SMEs to understand the complex world of the MA health exchange and create something great.

They did 90% of this work virtually as the pandemic hit early in the engagement. They did not miss a beat.

The training material included multiple system simulations that aligned to the technical transformation. Their approach allowed our learners to understand, absorb quickly, and apply these new skills. We continue to use a lot of this same content to train new hires in other areas of the organization and help them understand how the Health Connector functions.