Our Expertise in Consulting
With a fresh approach, we optimize mission-critical resources through assessment, planning, and implementation services. We focus on delivering high value results tailored to your needs.
Cut Costs
We’re passionate about solving contact center challenges — whether it’s helping spearhead a new initiative, being a catalyst for change, introducing new technologies or processes, planning for or leading implementation, transferring knowledge, or adding expertise and bandwidth to client project teams.
Increase Conversions
Everyone wants to know what the “best” centers do to efficiently and effectively serve their customers. We’ve compiled some thoughts to trigger thinking about ways to improve your center. Contact Center Best Practices Strategy, business processes, organization, reporting and metrics, technology, facilities
Client Project Teams
Workforce management is responsible for making effective use of your center’s most valuable resource – your front-line staff. Our Contact Center Workforce Management Best Practices provide guidelines for: Organizational Strategy Forecasting Scheduling Real-Time Management Reporting & Analytics Technology
New Technologies
Contact centers increasingly use data center resident voice systems that leverage off-the-shelf hardware, standard operating systems, and corporate networks (WAN and LAN) for voice transport. Effective technology support and management are crucial for reaping the rewards of greater feature/function, agility, and price performance. Our Contact Center Technology Support and Management Best Practices cover: Strategy Technology Design and Support Technology Management Support Processes
Strategic Planning
Our strategic planning services are designed to streamline operations and cut costs effectively. We offer tools and templates to help you increase conversions and enhance your client project teams.
Implementation Services
Through strategic implementation services, we help you introduce new technologies, plan for change, and transfer knowledge effectively.
Client-Centric Solutions
Our client-centric approach ensures that our services add expertise and bandwidth to your project teams, leading to enhanced operational efficiency and cost savings.
Informative Webinars for You
Join us for informative webinars where we share insights on streamlining operations, cutting costs, and increasing conversions in contact centers. Discover the latest trends and strategies.
Resource Optimization
We’ve built a team of professionals with deep operational expertise to help our clients get the most out of their technology, processes, and staff. Some of the competencies that we’ve leveraged in our project work include:
Client Success Stories
Our clients are always asking for “benchmarks” against which they can assess their current performance and identify targets for improvement. Our Efficiency and Effectiveness Evolution Spectrums®1 (E3 Spectrums®) provide the means to assess our clients’ contact centers against best practices across all aspects of strategy, operations, and technology. This innovative tool also helps educate leadership on the state of the center and guides change initiatives and investments.
Implementing New Technologies
We’ve seen, assessed, implemented, and helped clients optimize the use of dozens of different solutions. Most importantly, we know how they should work. Our expertise spans: ACDs and PBXs, including VoIP Multimedia and multisite routing, skills, and reporting Unified Communications (IM/Presence, etc.) IVR, including speech recognition and text-to-speech Web self-service, web chat, and other assisted service Social media Mobile apps CTI CRM Knowledge Management, Wikis Workforce management Reporting, Analytics (Speech, Text, Data, Desktop, etc.) Performance optimization, including scorecards/dashboards Quality monitoring, logging/call recording Voice of the Customer Many of our projects involve planning, designing, or implementing new technologies and processes. Check out our project profiles to learn about some of our recent engagements. Contact us to discuss future technology initiatives or develop plans to get more out of existing investments.
Effective Change Management
We help clients define and execute customer interaction strategy. We partner with them to share our expertise, to develop the best solutions and processes possible, and to educate them about potential pitfalls. We wrap each of our projects with contact center best practices – practices that only come from years of being in the trenches. While no two clients are the same, our project frameworks enable us to define the project scope, identify and analyze common issues, and accelerate realization of project goals. Our project types include: