Continuous Operational Improvement

Our Business Consulting practice helps organizations to achieve continuous operational improvement in ever-changing customer service environments. By engaging stakeholders across the entire organization, our Business Consulting enables operations to cultivate the necessary plans and buy-in, as well as determine the drivers of a successful Workforce Optimization initiative.

Uncover Hidden Opportunities

We also help organizations identify the highest value Workforce Optimization opportunities, formulate the strategies to realize them, and provide a level of partnership that will drive positive business impact. Our Workforce Optimization Business Consulting Services include:

  • Opportunity assessment and benchmarking against industry leaders
  • Business case development
  • Metrics selection, goal strategy, and organizational alignment
  • Performance statistics assessment
  • Organizational change management and accelerating change
  • Coaching skills development

Consulting Methodology

First we carry out business needs assessment with key business stakeholders to review your unique needs and goals. This is followed by an in-depth analysis of your current business environment and desired future state. The result: sound and feasible business implementation recommendations that map out your Contact Center solution to achieve your business goals.

With a Solution & Business Process Design that includes KPIs, reports, workflows, coaching, dashboards and more, we assemble working sessions to jointly analyze and extract business insights through reports, targeted monitoring techniques and root cause identification. The business implementation summary encompasses key accomplishments and quick win opportunities to realize immediate benefits.

Our Best and Proven Practices Workshop with key users carefully reviews all the effective ways to optimize solutions for your business – right through solution rollout and process establishment. The Business Integration follow-up sessions are geared towards more advanced utilization of solutions, identifying future needs and additional areas for improvement.