There are a lot of definitions of contact center optimization out there today. We take a holistic approach when it comes to defining and working with all of the operational areas within your contact center, in order for your organizations to maximize efficiencies. The reasoning behind this is simple — by employing a three-legged stool (people, process, technology) view of your customer-centric operations, we work with the interdependencies that exist (and should exist), while isolating the areas of improvement. As with part of any of our solutions, we will work with you to test, tweak and implement the optimal model.
Our solutions encompass:
- Agent development processes – from recruitment to seasoned veterans
- Effective sales and service training for contact center agents
- Coaching / mentoring training for Team Leaders and Supervisors
- Quality assurance methodology design and implementation
- Workforce management – KPI driven