Areas of Expertise

 

  • Contact Center / Service Go-To Market / Channel Support Assessment and Planning
    • Assess current environment, define the vision and actions to meet goals, and develop the roadmap to make it happen
  • Technology Assessment and Plan
    • Assess existing contact center technology and develop a vision and roadmap to meet business needs
  • Business Requirements and High Level Design
    • Build business requirements and high level designs to use in technology selection, outsourcing evaluation, process or call flow changes
  • Multi-channel Customer Contact Strategy
    • Develop a vision, define requirements, and establish an operational framework and governance structure to support traditional (voice, fax, voicemail, email, web, IVR) and emerging (chat, outbound alerts, social media, mobile applications) customer contact channels
  • Multi-site Strategy
    • Design a cohesive, multi-site environment that optimizes resources and performance during normal operations and responds effectively to disruptive events
  • Metrics Strategy
    • Develop the appropriate metrics strategy, including KPIs, accountability models, and the technology plan to provide the right information to the right people
  • Outsourcing Strategy
    • Determine when and how to outsource or use in-house resources, and when and how to use premise-based or hosted/cloud-based technology solutions
  • Business Continuity/Disaster Recovery Planning
    • Develop executable operations and technology plans
  • Business Cases and Financial Analyses
    • Identify the benefits and develop the qualitative and quantitative analyses to assess cost structures, evaluate profitability or revenue contributions, and support business plans

 Contact Center Design

  • Design new centers and multisite centers, and redesign existing centers
  • Implementation
    • Provide project management and/or subject matter expertise to implement new centers, changes to existing ones, and transitions to new service models (e.g., in-house to outsourced)
  • Technology Selection
    • Develop requirements (functional, technical, implementation, support, etc.) and selection criteria, conduct vendor evaluations, and facilitate decision process
  • Technology Design
    • Design contact routing strategies, develop migration plans, or address other specific technology needs to optimize business operations and technology use
  • Technology Support
    • Establish governance, testing, monitoring, and trouble reporting and resolution protocols to achieve or maintain stability and reliability
  • Process Design
    • Establish processes that meet business objectives while optimizing use of people and technology
  • Organizational Design
    • Design or redesign the contact center or IT/telecom to optimize existing operations or address business and technology changes
  • Speech Analytics Optimization
    • Provide managed services program to help clients achieve business value from speech analytics technology
  • Workforce Management
    • Assess needs and ROI for full service, affordable WFM programs that include expert planning, forecasting by skills/performance on an individual or group basis
  • Change Management
    • Provide planning and implementation support to address the people side of change

Technology Management Direction

  • 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

 Market Opportunity Analysis

  • Assess product fit, identify market needs, and provide customer perspective
  • Surveys and Benchmarking
    • Design custom surveys and analyze results for contact center issues and opportunities
  • Expert Witness Services
    • Provide a highly qualified, experienced expert witness for contact center litigation