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 contact center best practices - practices that only come from being in the trenches. We have years of hands-on experience working in and with large enterprises, small businesses, and federal agencies to improve call center performance.

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 educate clients on key factors and 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.
  • Contact Center/Operations Strategy Define positioning, role, and operational framework to meet your business goals, and the action plan to make it happen.
  • Multi-channel Customer Contact Strategy Develop a vision, define requirements, and establish an operational framework and goverance structure to support traditional (voice, fax, voicemail, email, web, IVR) and emerging (chat, outbound alerts, social media, mobile applications) customer contact channels.
  • 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.
  • Outsourcing 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. We also assist vendors, conferences, associations, users groups, and lawyers and their clients 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.
  • Expert Witness Services Provide a highly qualified, experienced expert witness for contact center technology patent lawsuits

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