Improve a critical business process?

We can help you:

• Complete a comprehensive review of your existing organization, processes, and technologies to identify opportunities for improvement
• Leverage the latest techniques in Lean Six Sigma and the latest tools and technologies in Business Process Management (BPM)
• Identify ways to make technology enable business processes to meet your key goals and performance indicators
• Use BPM and SOA to integrate all of the components of your contact center – people, process, technology – across all channels (web, IVR, voice, email, chat) to support your strategies
• Design and deliver targeted agent training to support the new process
• Design and deliver targeted quality monitoring, supervisor coaching, and agent performance management programs to reinforce the new process and new metrics
• Leverage dashboards, analytics, and BPM tools to mine all sources of process metric and performance information

The services we can provide to help you improve a critical business process include:

• Contact Center Assessments
• Continuous Process Improvement Facilitation, Analysis, Design, and Implementation
• Contact Center Strategy and Planning
• Technology Planning, Requirements, Design, Vendor Selection, and Technology Project Management
• Agent Performance Optimization
• Speech Analytics

See more examples of our experience, including Sample Deliverables, more detailed Case Studies, and Client References…