Providing Deep Expertise For Your Contact Center Needs

Our veteran contact center management professionals bring a full spectrum of customer service and support credentials to consulting. Each brings more than 20 years of relevant experience to every engagement. Our consultants have worked as both internal employees, including senior leaders for large and multi-site Fortune 500 operations, as well as consulting specialists in the successful design and deployment of contact center operations of similar size and magnitude.

Focused on our Client Interests

Contact Center 411 is focused on the interests of our clients when it comes to selecting vendors of any type, including contact center technology, supplemental specialty expertise, or services like outsourcing. We make a significant effort to stay in touch and maintain relationships with a variety of providers in all areas. We keep our finger on the pulse of the latest industry developments so that we are well-informed about multiple providers’ available capabilities and relative strengths and weaknesses. This enables us to maintain our ability to identify potential sources of solutions to client needs. However, we don’t engage in arrangements that would compromise our objectivity when we are in the position of making selection recommendations to our clients. As recognized leaders and innovators in our industry, we establish and cultivate vendor relationships by demonstrating an interest in understanding their capabilities, identifying the best fit for client requirements, being effective implementation partners, and ensuring an optimal deployment that will benefit them by driving client satisfaction with their products or services.

Broad Industry Experience with a Contact Center Focus

Our extensive experience in telecommunications, healthcare, utility, automotive, financial services, life sciences and more gives us deep insight specific to these industries and allows us to design well-tailored solutions for each.

We keep up with contact-center related technologies and communication channels as they advance and new ones are introduced. We use the latest in industry information as well as our past experience implementing many new channels in the past (such as email, live chat, and social media) to shape best practices in the industry as technologies and channels evolve.