Basic Operations

The operational success of any contact center is determined by a combination of factors that come into play after you select your site and hire your employees. These critical success factors truly determine whether your contact center will operate effectively for your organization and be cost effective. Our veteran team will guide you through these success factors when you are starting up a new operation or need to improve an existing contact center. Our teams are comprised of “hands-on” professionals that have operated contact centers prior to becoming consultants. As a result, our recommendations and implementations utilize tried and proven methodologies whether it is the design of your organization, your workforce scheduling, quality assurance, metrics development, or training for staff and supervision.

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Workforce Management

Workforce Management (WFM) is probably the single greatest operational challenge facing most Contact Center leaders. When WFM is […]

 

Interim Contact Center Operations Management/Leadership

Contact centers are dynamic and complex environments requiring constant monitoring and strong leadership at all times in order […]

Business Process Optimization

A business process is a collection of related, structured activities or tasks that produce a specific service or product […]

 

Metrics and Scorecard Development in the Contact Center

                        We’ve all heard the phrase “What […]

The Executive Leadership Guide to Contact Centers

It has often been said the Customer Contact Center is the “Front Door” to a Company and as […]