Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Making the Case for Using a Contact Center Consultant

We are frequently approached by contact center or IT leaders who want outside help with a project but first need to convince the “powers that be” to consider using a consultant. Some of the reasons they seek us out: Lack in-house expertise for the task at hand, often seeking some “best practices” insights or help… Read More »

Consultants Help Public Utilities Boost Contact Center Efficiency and Effectiveness

Contact centers in public utilities face increasing pressure to trim costs and find creative ways to respond. At the same time, customers have elevated service expectations based on their experience with other centers. It’s a real Catch-22. We have worked with many utilities to help them make effective use of technology as a means of… Read More »

Posted in Vertical Markets | Comments Off on Consultants Help Public Utilities Boost Contact Center Efficiency and Effectiveness

Should the Contact Center Align Technology Purchases with the Enterprise?

Over the years, we’ve watched key players in contact center technology evolve their solution positioning from enterprise communication with contact center (CC) applications, to unified communications (UC), to converging CC and UC. They want the market to take notice as their core technology advances, their product portfolios offer more complete and innovative solutions, and/or they’ve… Read More »

Contact Center Consultants Bolster Credit Union Member Experience

Credit unions today face growing competition and heightened member expectations for an exceptional interaction experience. As a result, their contact centers have to find ways to raise their standards of service, and many engage contact center consultants for expertise and best practices insights. Historically, many credit union contact centers have had a difficult time garnering… Read More »

Posted in Vertical Markets | Comments Off on Contact Center Consultants Bolster Credit Union Member Experience

Are Managed Services On Your Radar?

Managed services (MS) has garnered plenty of energy and enthusiasm in the contact center technology marketplace, both from buyers and sellers. It is perceived as solving problems companies face today, notably IT cost, responsiveness, resource bandwidth, and expertise. The contact center wants more control for strategic and day-to-day changes, and has an increasing need for… Read More »

Posted in Managed Services | Comments Off on Are Managed Services On Your Radar?

Best-of-Breed or Suite?

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or solutions that are part of a “suite.” The BoB strategy was common when vendors had a more narrow focus. For example, there were “CTI vendors” or “IVR vendors” and “WFM vendors”… Read More »

Project Management Is Not Enough for Implementation

We’ve been on our soapbox for years to encourage organizations to adopt the 3 Ms of implementation – Project, Change, and Vendor Management. Project Management (PM) focuses on the tasks associated with an implementation – planning, executing, and completing the work of a team to achieve specific goals and meet business objectives. Change management (CM)… Read More »

Posted in Implementation | Comments Off on Project Management Is Not Enough for Implementation

Top 10 Mistakes in Technology Selection Process

Contact centers always seem to be short on time and resources when it comes to their selection processes for new technology. And most are under pressure to move fast. Here are some common mistakes that don’t serve them over the long haul. ONE: Failure to assess the upside potential of your current solution. If your… Read More »

Posted in Vendor Selection | Comments Off on Top 10 Mistakes in Technology Selection Process

Is NPS Good for the Contact Center?

Let’s get the rant part of this blog out of the way right up front: I am not a fan of Net Promoter Score (NPS®)1 for the contact center. No hidden agenda here. I am tired of the topic coming up and wish it would go away. But I will continue to engage in thoughtful… Read More »

Fix Your Front-end Now!

My campaign to get everyone to fix their “IVR” or front-end menus and scripts starts NOW. We have all heard the complaints – whether from customers of your specific contact center, or just from friends and family who presume you are a sympathetic ear for their most recent suffering at the hands of bad user… Read More »

Posted in IVR | Comments Off on Fix Your Front-end Now!