Strategic Contact
Independent Contact Center Consultants: Bridging Strategy, Technology and Operations
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Contact Center Consulting
Strategic Call Center Consulting Most consultants just sit back and advise. You actually get your hands dirty. You help us accomplish the things you suggest we do. You are there every step of the way. Consulting Call Center Management
Call Center Consulting

Strategic Contact takes a fresh approach to contact center consulting. Our clients tell us we get the job done differently than other firms because we listen to them, provide unbiased feedback and analysis, and deliver solutions that generate valuable, and valued, results. We're passionate about solving call center challenges — whether it's helping steer a new initiative, being a catalyst for change, introducing a new technology, transferring knowledge, or just providing more hands on deck.

Here's our formula for client success:

Experience
Methodology
Call Center Consulting Services
Action
The familiar saying of "been there, done that" truly reflects our team's background. Our consultants bring years of contact center expertise to every project – from strategy to planning to execution.

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While we're technology experts, we also know that people and process need to surround it in order to optimize it. We help clients take a comprehensive view and build a process-driven, financially sound solution that is aligned with business goals.

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We deliver actions and outcomes, not just glossy reports. And because we focus our efforts on our clients' needs (and not our own), our action plans are collaborative and enable our clients to embrace the projects.

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Industry Insights
Optimizing the Customer Experience
– By Lori Bocklund, President
The National Association of Call Centers | Volume 6, Issue 11, December 2, 2011

It's the dawn of a new day for contact centers and their corporate peers. They've awakened to the fact that their customers' total experience with the company and its products/services drives loyalty, purchasing behaviors, and testimonials (both good and bad). Companies have to move away from looking at performance for isolated departments or transactions and start looking at the end-to-end experience from a customer perspective across all channels, and contact center leaders are uniquely positioned to lead the charge....

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Highlights
MultiChannel Technology Comes into Its Own
Lori Bocklund and Brian Hinton, Contact Center Pipeline, February 2012

The Value of Technology Assessment and Planning
Lori Bocklund and Brian Hinton, Contact Center Pipeline, January 2012

What's On Your Radar for 2012
Lori Bocklund, Contact Center Pipeline, December 2011

Contact Centers in the Clouds
Brian Hinton, Contact Center Pipeline, November 2011

IT and the Contact Center: Changing Together
Lori Bocklund, Contact Center Pipeline, October 2011


Strategic Contact goes to metrics school with SearchCRM!

GSA Contract: We offer our unique process-based approach to federal agencies and their service providers. Download PDF.

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