Agile Innovation Group

Smarter thinking. Faster outcomes. Better consulting

Accelerate Your Transformation

Welcome to Agile Innovation Group - where change happens faster.
Unlike traditional consultancies that take months just to diagnose, we deploy a full team of specialists to deliver real transformation in 90 days.

Discover how our agile approach drives rapid improvements, boosts efficiency, and creates lasting impact without the long wait. Let’s transform your business - faster, smarter, better.

What we’re seeing in the market

Across contact centres and service organisations, the same patterns keep emerging, and they’re quietly costing businesses more than they realise.

Complaints backlogs growing due to avoidable failure demand, increasing cost-to-serve and regulatory risk
CRM and omnichannel platforms in place, but under-utilised and not delivering the efficiency or experience they promised
Automation introduced, yet manual work and rework still dominate
Learning & Development gaps leaving teams under-prepared, inconsistent, and reliant on workarounds

The impact is real: higher operational cost, slower resolution, frustrated customers, and teams stretched thin. Most of these issues aren’t caused by the tools themselves, they come from unclear requirements, disconnected delivery, and change that takes too long to land.

Explore our insights

Problems we’re usually called in to fix

Clients typically bring us in when these issues start to show up in the numbers, not just in sentiment.

Complaints queues building up, driving unnecessary cost and effort
CRM and omnichannel platforms failing to support the journeys the business actually needs
Long-running consulting programmes that deliver recommendations after priorities have shifted
Learning & Development not keeping pace with operational change, leaving teams struggling to adopt new ways of working

Agile Innovation Group works differently. We deploy as a joined-up group of consultants, combining CX, service operations, technology, and capability expertise.

Rather than lengthy programmes and theoretical outputs, we focus on practical solutions that reduce cost, improve performance, and close the gaps holding teams back while the opportunity to fix them still exists.

See how we help

Contact Centre Overhaul

Rebuilding Contact Centres for Lasting Impact
As consultants, we specialise in transforming contact centres through smarter technology, streamlined workflows, and people-first strategies.
Areas of focus:
• CRM optimisation & integration - ensuring systems work seamlessly to enhance agent efficiency.
• Process redesign - simplifying operations for faster, more effective customer interactions.
• Training & change management - empowering teams with the tools and confidence to excel.
• Customer experience enhancement - creating journeys that build loyalty and satisfaction.
The impact: Lower costs, happier teams, and customers who feel valued every step of the way.

FreeStart

Our FreeStart session is designed to give you clarity, fast.
What’s included:
• 30-minute discovery call - exploring your unique challenges and goals.
• Quick frontline health check - assessing key engagement and performance areas.
• Actionable insights - expert, no-obligation recommendations tailored to your needs.
The impact: A clear roadmap to improvements, delivered free of charge, with no strings attached.

CRM Integration

We simplify and accelerate CRM integration and optimisation to create seamless, efficient, and data-driven customer operations.

Our experts work with leading platforms such as Zendesk, Talkdesk, and other enterprise systems to ensure your technology supports not slows your teams.

We take a holistic approach, aligning CRM functionality with your processes, customer journeys, and operational goals. From contact centre design to workflow automation, we eliminate duplication, reduce manual effort, and unlock real-time insights that empower agents and improve decision-making.

By integrating your CRM with key business tools and data sources, we enable a single, unified view of the customer improving responsiveness, personalisation, and overall customer experience. Our 60-90-day transformation model ensures rapid implementation without disruption, backed by our aftercare support to embed new ways of working and sustain results.

With Agile Innovation Group, CRM integration becomes more than a technology upgrade,it’s the foundation for smarter, faster, and better customer engagement.

Omnichannel Implementation

Seamless Omnichannel Solutions That Work
We help businesses create unified, customer-first experiences across every channel - phone, email, chat, social, and beyond, backed by expert implementation and ongoing support.
Areas of focus:
• Omnichannel strategy design – mapping the right channels for customer needs.
• Technology integration – ensuring platforms connect and share data effortlessly.
• Agent enablement – tools and training for confident, consistent service.
• Analytics & optimisation – tracking performance and improving continuously.
The impact: A single, connected experience for customers, faster response times, and smarter, more efficient teams.

Complaint Management

Complaints & Escalations Management

At Agile Innovation Group, our complaints experts specialise in transforming how organisations handle customer issues, turning reactive processes into proactive opportunities for learning and loyalty.

We work with your teams to reduce complaints and escalations by identifying root causes, streamlining workflows, and embedding clear accountability across every touchpoint.

Through a combination of process optimisation, CRM integration, and specialist complaints management software, we help you gain full visibility and control over your customer feedback loops.

This not only shortens resolution times but ensures that every issue becomes a valuable source of insight to improve your products, services, and customer experience.

Our data-driven approach highlights the patterns and pressure points that often go unseen, while our people-first methodology supports your teams in handling complaints with empathy, confidence, and consistency.

Whether you’re looking to reduce escalation volumes, improve regulatory compliance, or restore customer trust, we build systems and skills that make it possible.

With Agile Innovation Group, complaints handling stops being a cost centre and becomes a catalyst for continuous improvement, delivering better outcomes for customers, teams, and the wider organisation.

Smarter thinking. Faster outcomes. Better consulting

Accelerate Your Transformation

What we’re seeing in the market

Problems we’re usually called in to fix

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