Assessments

The “assessment” approach is a time proven and cost effective method utilized prior to the start of projects or in many cases may be just a “check-up” to compare the client’s current state and status against industry best practices. It enables the client company to identify their goals and objectives to determine if a particular project is necessary and for the consulting team to establish a baseline while determining opportunities for improvement should they exist. Assessments are customized for each client and for the situations that are being addressed. The outcomes of these assessments may identify options for improvements going forward and the anticipated benefits derived from making improvements on the discoveries. In some scenarios, the final report may be in the form of a report card comparing the operation to “best in class” attributes.

We do not utilize a “one size fits all” assessment approach or methodology, but rather design a custom approach for each client to ensure their objectives are always met and that the desired results are attained on time and within budget.

Customer Experience Assessment

Customer Experience Assessment

Most companies agree that ensuring a consistent, high-quality customer experience is essential for building loyalty and growing revenue. […]

 
Contact Center Operations Assessment

Contact Center Operations Assessment

Contact centers are in many cases the nerve center of an organization. They also demand a lot of […]

Technology Assessment

Technology Assessment

Contact centers are awash in technology – and have historically been spending significant amounts of their capital budgets […]

 
Consolidation Opportunity Assessment

Consolidation Opportunity Assessment

Is supporting a diverse customer contact operation requiring more capital, effort and resources than it needs to? Are […]