Most contact centers are already heavily invested in technology and staff. When addressing the need for increased efficiencies the spotlight is often placed singly on staff–individual and collective performances driven by metrics.  The binding threads too often overlooked are “business processes” that weave technology into the business services you are providing. The technology in use must support your tactical service objectives.  Contact Center 411’s analysis will identify missing or broken contact center processes.  Our optimization efforts focus on these processes that integrate the investments you already have in staff and technology.