Improved Processes Enhances Customer and Employee Happiness
We Help Design and Implement an Effective and Delightful Customer Experience
We meet you where you are today and help you get where you want to go. Decades of experience allow our experts to quickly understand your unique challenges, the metrics you’re trying to improve, and the opportunities to deliver a better experience to your customers. Our speed and adaptability allow the Zelus team to deliver transformation consistently across all of our services.
Change is hard because organizations don’t change; individual people do.
The heart of every effective change management initiative is the ability to get individuals to first intellectually accept the change; second, agree to change their behavior; and then third, actually adopt the behavior change. Driving adoption requires a sound plan, resiliency, a sense of humor, a collaborative spirit, empathy, and kindness. Our experience as change management consultants pushes adoption forward.
Achieving operational excellence requires a fresh and forward look at the operation. What are you trying to achieve? What is preventing you from reaching the outcomes you desire? We identify why processes are ineffective and inefficient, the burdens your employees face, and how your technology does not fuel performance excellence.
We use that information to build solutions that achieve operational excellence and improved metrics. Let us help you realize the promise of tomorrow!
Learning Design and Delivery
“It is not enough to do your best, you must know what to do, and then do your best.”
W. Edwards Deming, Leading Thinker in the Field of Quality
Learning design and delivery set the stage for successful outcomes. We start with an Active Objective. What does the learner need to do after the learning event? We then add our Best Practices: Engaging content and delivery PLUS applied learning PLUS laughter PLUS a sprinkle of confidence along the way leads to immediate adoption.
Dr. Dennis Liotta
Chief Medical Officer
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.
President & CEO, SaviLinx
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.
Program Leader, Contact Center Advisory Board
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.
Director of Customer Experience, Massachusetts Health Connector
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.
Training Manager, Massachusetts Health Connector
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.