Contact Center Technology & Services

Our services at Strategic Contact are unique...we help clients define and execute strategy. We partner with our clients to share our expertise, to guide them to develop the best solutions and processes possible, and to educate about potential pitfalls. We wrap each of our client projects with the latest best practices – best practices that only come from being in the trenches. These years of hands-on experience improving contact center performance come from working in and with large enterprises, small businesses, and federal agencies.

Our clients also applaud the "framework" concept we've developed. These project frameworks serve as a foundation for many project types, guiding the thinking, design, development and execution of the project.

While no two clients are the same, our frameworks enable us to identify and analyze common issues, and give us a format to not only educate clients on key factors, but also accelerate projects. Whether it's for technical implementation, metrics strategy, vendor evaluation, call center roadmap, or one of our other many offerings, our frameworks help our clients effectively and efficiently achieve the desired project goals.

We provide expert strategy consulting services including:

• Technology Strategy and Planning
  Develop a vision and phasing for IT and telecom improvements, including the move to VoIP/IPT.
• Contact Center/Operations Strategy
  Define positioning, role, and operational framework to meet your business goals, and the action plan to make it happen.
• Multisite Strategy
  Design a cohesive, multisite operation that optimizes your resources and performance during normal operations and responds effectively to disruptive events.
• Metrics Strategy
  Develop the appropriate metrics strategy for your business, including KPIs, accountability models, and the technology plan to provide the right information to the right people.
• Outourcing Strategy
  Determine when and how to outsource or use in-house resources and when and how to use premise-based or hosted technology solutions.
• Business Cases
  Identify the benefits and develop the qualitative and quantitative analysis to support your plans.

After defining and developing strategy, we can help execute strategy with these types of call center consulting services:

• Call Center Design
  Design new centers and multisite centers, and redesign existing centers.
• Call Center Implementation
  Provide project management or subject matter expertise to implement new centers or changes to existing ones.
• Technology Selection
  Develop requirements and conduct vendor evaluations.
• Technology Design
  Design contact routing strategies, develop migration plans, or address other specific technology needs.
• Business Continuity/Disaster Recovery Planning
  Develop executable operations and technology plans.
• Process Design
  Provide training, planning, and execution.
• Organizational Design
  Design or redesign your operations or IT/telecom.
• Change Management
  Provide training, planning, and execution.

If you need help with training, surveys or white papers, we also assist vendors, conferences, and users groups by offering other types of services including:

• Speaking Engagements
  Provide speakers for conferences, seminars, meetings and events.
• Customized Training
  Develop and deliver training in contact center technology, strategic planning, and the contact center market.
• Writing Services
  Write independent articles, white papers, research papers, and case studies.
• Market Opportunity Analysis
  Assess product fit, identify market needs, and provide customer perspective.
• Surveys and Benchmarking
  Design custom surveys and analyze results for contact center issues and opportunities.