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
Social Media Wants YOU
– Maren Symonds, Consultant and Marketing Director
The National Association of Call Centers | Volume 5, Issue 9, July 9, 2010

I hardly go a week without an invitation to the "must see" webinar or "must read" article on social media. With nearly 500 million Facebook accounts, 100+ million MySpace users, 65+ million LinkedIn members, 65 million daily Tweets, 60+million blogs and countless other networks and forums, social media has become a communications tsunami, capturing one out of every four-and-a-half minutes of all time spent on-line.1 It is force with which most, if not all, corporations must reckon.

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Highlights

Hear Lori Bocklund talk about Web 2.0/Social Media and the Contact Center on this CCNG Webcast

Business Process Optimization in the Contact Center
June 2010

Make the Right Technology Choices to Hear the Voice of Your Customers
Lori Bocklund, Brian Hinton and Lori Fraser, Contact Center Pipeline, May 2010

Technology for Outsourcing Agents
Lori Bocklund, Contact Center Pipeline, April 2010


Strategic Contact goes to metrics school with SearchCRM!

GSA Contract: We offer our unique process-based approach to federal agencies and their service providers. Learn more here or download PDF.

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