We specialize in the following key customer contact consulting areas:

• Strategic reviews of performance for multi-channel and traditional customer contact centers. Our expertise includes developing the strategic and tactical roadmaps for performance improvement with suggested timelines, resources, and milestones to optimize people, process, and technology.


• Alignment of call center processes with corporate goals, resulting in improved customer retention, staff optimization, and cost efficiencies. Our expertise includes the design, development, and implementation of organization structure, selection, compensation/reward systems, QA, staff utilization, training, and Policy.


• Vendor-neutral technology assessment and selection. Our expertise includes developing the business and functionality requirements, the business case, and ROI's as well as vendor-neutral short-lists, RFP's and criteria for evaluation and selection for traditional and multi-media contact center technology and CRM applications.


• CRM business requirements and selection. Our expertise includes documenting the customer contact and backend fulfillment processes, functionality, and requirements as well developing ROI's, RFP's, vendor-neutral short lists and criteria for evaluation and selection.


• Contact center consolidation for multi-site and branch operation optimization. Our expertise includes developing “as is” and the ”to be” business requirements, the business case, ROI's, and potential scenarios as well as the migration strategy, planning, implementation, testing, and roll-out for both physical and virtual customer contact consolidation.


• Redesign of key call center end-to-end processes, including backend fulfillment. Our expertise includes documenting the “as is” as well as the “to be” customer contact requirements and redesigning processes to improve first call resolution and increase efficiency. This can be conducted as part of a CRM initiative or as a stand-alone project.