When you operate your contact center as a Center of Excellence:
- Your internal team is trained and has the knowledge, skills and best practices to deliver long-term success at lowest cost.
- Your contact support center’s processes support the strategic goals and objectives of the business.
- Your system is operating at peak efficiency returning maximum return on investment.
- Profit and support targets are regularly met or exceeded.
We excel at helping businesses develop their contact centers into centers of excellence.
Services we provide.
Our overarching goal when you interact with any of our consultants at any level is your feeling that value is delivered that exceeds expectations.
- Design and architecture of contact centers.
- Contact center strategic plan development
- Operational efficiency and process improvement
- Customization process
We have deep industry experience and have developed a library of best practices that can be utilized to improve any given practice.
Our focus is making sure we understand what your business goals are and how your contact center can best be leveraged to achieve those goals.
Our team has deep product knowledge and understands the details of the systems functionality so that we can implement the best approach.
We combine our product knowledge with a keen understanding of process improvement by leveraging Six Sigma skills and lean process improvement.
Our contact support center implementation team is augmented by an executive team that can help develop the strategic roadmap for the contact center and ensure there is alignment with the organization’s strategic plan.
To realize excellence in the contact support center, it starts with design.
Effective and successful design covers many aspects. It requires a large amount of upfront work, but in the end, it easily pays for that work with dramatic gains in efficiency, reduced implementation time, and improved customer satisfaction.
Good design requirements don’t change.
What you can expect is:
- Establishment of the basic requirements for success
- What are the current resources, and are there gaps.
- Development of the success scenarios that define what success looks like
- Implementation maps and plans that define how to utilize resources to get to the final state
- Measurement systems to track progress
We believe in solid design principles in all phases of the engagements.
Reach Peak Operational efficiency
Improve your bottom line and improve your contact support center’s results by operating at top levels of effectiveness. Our team has saved organizations millions by improving their processes and removing ineffective procedures. We can perform comprehensive process reviews and give you the step by step guidance you need to implement the needed changes.
Utilizing our best practice library you can benefit from others experiences and avoid costly mistakes and more quickly realize your return on your investment.
If the budget is tight efficient operation is key to profitability. Using our expert knowledge we can help you identify the gaps and possibly leverage underutilized existing systems and hardware. This can often result in improved profit without increased cost and often with decreased cost.
Develop Integration points and procedures that work
To get the most from your contact center it needs to be able to talk to your other installed software. We have designed and developed countless effective integrations that allow diverse systems to communicate in a real-time responsive manner.
When your software systems seamlessly communicate your employees waste less time and are able to access the information they need when they need it. This results in a greatly enhanced customer experience.
Because we have the experience our development time for integrations is reduced and this gets you to where you want to be in the shortest time possible.
Customization for success
Get the custom you want at the budget you defined for the ROI you expected.
Customization of any system should be undertaken with care. Customs can often result in unexpected cost that can easily exceed any benefit hoped for from the customization.
We work with you from the initial discussion of what the custom should be and carefully help you to identify the expected benefits.
The design is documented and delivered that includes the scope of work, the time frame for implementation and the budget.
Our team has successfully designed, built and implemented customizations for all sizes and needs. No matter what type of custom you are considering we can work with you to make sure you achieve your objectives.