A few words about what we do

We're a small, friendly and highly experienced team of Contact Center Consultants. We don't have all the answers, but we do know the right questions to ask. We help our clients ask the right questions, formulate answers and implement change that improves every aspect of their service delivery models.

Why Choose Us?

If you’re looking for a team of ‘suits’ to roll in and provide once and done analysis, there are a ton of call center consultants that can help, but we’re probably not the best option. You see, we believe that running a world class service center requires a ton of collaboration between a talented team that’s focused on long term results, and that’s exactly what we do. We provide collaborative and developmental contact center consulting and work directly with your contact center leadership team to effect durable change from the ground up.

contact center consultants

Believe In What We Do

Leading a customer contact center today is not an easy task and certainly not what it ‘used to be’. From the planning stages, to implementation (and beyond) we work with your team on the front lines to ensure the right objectives are being met. We’ll help identify the right goals and KPIs for your industry and execute plans to make sure they are met. Using advanced analytics, we turn your operational data into actionable business insight that can be used to delight your customers, empower your employees and keep the CFO off your back.

Let’s Talk Shop

If you’re interested in learning more about our services or just want to brainstorm, we love talking shop and would be happy to talk with you. Contact us at +1 (415) 952-7265

Happy Clients

Ongoing Projects

Opportunities

Contact Center Consultants (who can actually help)

Here’s where we can help …

Contact Center Goal Setting

You’re business, customers, products and services are unique and require SMART goals that help drive the right results.

Workforce Management

Demand based staffing requirements, optimized agent scheduling, multi-site load balancing and real-time floor management.

Agent Selection & Training

From new hire selection to on-boarding and recurring training, we work with your H.R. & Training teams to optimize agent performance.

Workflow

Process evaluation, development and implementation that improves the customer experience and efficiency.

Customer Satisfaction

Soft skill development, quality assurance and voice of the customer programs for multi-channel contact centers.

Dashboard Reporting

We can help your team implement comprehensive dashboard and executive reports for all KPI’s across all contact channels, contact types and locations.

Some Of Our clients

We are honoured to work with some of the most prestigious global businesses

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