Contact Centre Best Practice Reviews

These one-day on site reviews by two of our experienced contact centre professionals will provide independent insights for you and potential areas to update practices and tools. 

Our deliverable will be a comprehensive findings report detailing observations, consequences, opportunities and potential benefits. Our scorecard format will enable you to readily select and group the initiatives together for priority setting and implementation. We will also be there with you to assist with closing any gaps in need.

Uncovering best practice opportunities
Customer experience design, Processes & systems, Workforce management, Roles & readiness, Customer Experience Quality management and business performance reporting.

Uncovering WFM opportunities
Workload forecasting (calls and other customer interaction workload), staff schedules, roster design and intra-day queue management.

Uncovering Customer Experience Quality Management (CEQ) Opportunities
Customer interaction evaluation (all channels), calibration, trended reporting, feedback and skills coaching.

Uncovering metrics and reporting opportunities
Metrics and reporting including how they support day to day decision making/priority setting for your key contact centre roles.

Shaping your contact centre’s role in a multi-channel strategy
Customer experience consistency across channels and steps towards your multi-channel strategy – calls, emails, txt, web chat, social media and more.