Together we’ll improve your center.
Call Center Consulting Methodology
Best Practices & Benchmarking Gap Analyses
Data Gathering & Call Center Observations
Data Gathering & Call Center Observations
Checklist of information and data elements are provided to help clients prepare for the engagement.
Data Gathering & Call Center Observations
Data Gathering & Call Center Observations
Data Gathering & Call Center Observations
Data gather onsite provides insight into call center operations and procedures as well as opportunities for performance improvement.
Side-by-Side Observations with Agents
Data Gathering & Call Center Observations
Side-by-Side Observations with Agents
Side-by-side observations of agent handling calls and contacts provides insight into the customer experience as well as process improvement opportunities.
Stakeholder Interviews & Roundtables
Sharing Thought Leadership & Best Practices
Side-by-Side Observations with Agents
Interviews are conducted with key stakeholders provides an opportunity to understand the client's culture and expectations for improvement.
Sharing Thought Leadership & Best Practices
Sharing Thought Leadership & Best Practices
Sharing Thought Leadership & Best Practices
Throughout the engagement, we share "Thought Leadership" and "Best Practices" with the project team and senior leadership.
No Surprises Updates with Results
Sharing Thought Leadership & Best Practices
Sharing Thought Leadership & Best Practices
Our "No Surprises" approach includes regular update reviews. This approach ensures that the project is on time and on budget and that the results envisioned with be achieved.