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Independent Contact Center Consultants: Bridging Strategy, Technology and Operations
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Contact Center Consulting
Strategic Call Center Consulting I love you guys. You're there when we need you but you're not always trying to sell us something. 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 high value 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, planning for or leading implementation, 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
Take Action on Change Management
– By Lori Fraser, Senior Consulatant
National Association of Call Centers | Volume 9, Issue 7, August 13, 2014

Change is constant in every contact center. Organizational structure, processes/policies, technology, channels, staff, products – whatever your center focus (e.g., sales, customer service, help desk support), something is about to change. Here’s a quick guide on how to build agent buy-in as you roll out the next new “thing.”

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Highlights

Download the 2014 Contact Center Analytics Survey Results


Are You Ready for These Technology Enhancements?
Ken Barton, Contact Center Pipeline, November 2014

Leveraging Technology to Optimize Continuity and Recovery
Matt Morey and Ken Barton, Contact Center Pipeline, October 2014

Technology Sourcing Decisions in a Complex Market
Brian Hinton, Contact Center Pipeline, September 2014

Technology Implementation Challenges and Best Practices
Lori Bocklund, Contact Center Pipeline, August 2014

Internal Tools Transform Communication and Collaboration
Lori Bocklund and Brian Hinton, Contact Center Pipeline, July 2014

More Articles & Resources >>

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