Contact Center Consulting Services
Contact Center Consulting Services That Help You Prioritize the Customer Experience
During the COVID-19 pandemic, more businesses than not have realized how poorly equipped contact centers are to weather business disruptions. While many companies are still trying to figure out what to do next, the experts at Telapprise can help you use this time as an opportunity to work toward a more resilient business and transform how your business interacts with customers.
Our contact center consulting services are a more focused offshoot of the broader technology strategy consulting services we offer. However, instead of looking at all of your business technology, our contact center consultants focus on how to improve operations at your contact center. Whether you currently rely on an exclusively on-site call center or you’ve already migrated operations to the cloud, Telapprise has the experience and capabilities to all aspects of your customer experience technology stack.
In today’s world, that’s important because most poor customer experiences with a contact center can be traced back to agents not having the proper tools or systems integrated in their workflows. Our experts specialize in increasing agent productivity and driving revenue growth at every level of your contact center by leveraging the latest technology and customizing it for your workflows, all while helping you sidestep the most common project pitfalls at every step of the Lifecycle of Pain.
Tracking call quality, call volume, and agent efficiency are all critical factors to consider when understanding how agent performance is driving positive (or negative) customer experience. How easily can you pull up these metrics, build reports with them, or integrate them into user dashboards? Without these capabilities, you lack the visibility you need to manage a contact center as effectively as possible and can struggle to quickly adapt your customer service delivery to best service your customers both today and tomorrow.
To deliver this agility, our team first takes the time to understand how contact center agents work on a daily basis as well as how your customers are choosing to consume their experience. From there, we guide you toward the right solution for developing performance dashboards across all relevant roles at your contact center. End users and managers have access to one, streamlined platform for tracking how well each employee and team is performing in real time. You can use that data to create customized reports and highlight opportunities for increased efficiency. These tools provide the insight leadership and management need to make decisions, as well as provide a source of motivation and engagement for your individual agents.
If you would prefer to take a more hands-off approach to the technology underpinning your contact center, hand it off to the experts at Telapprise.
Chances are that the team at your contact center is performing more than a handful of manual processes that involve separate backend systems that require swivel-chairing information between them While older technology generally requires more manual processes and information cut-and-paste, newer contact center platforms offer an array of integration and automation capabilities to improve agent performance and satisfaction, which drive enhanced customer experience. Our experts can help you identify technology and process improvements that can be optimized with integration or automation between your existing systems and a new contact center platform.
From data entry to automated call directing, our contact center specialists help you understand not only which processes are ripe for automation and integration but also how to best go about it without overcomplicating agent workflow or experience. Once we’ve decided on the right path for improving a process at your call center, we stand by your side every step of the way all the way through implementation and testing.
If you never want to experience the ongoing frustrations of managing technology vendors again, schedule a Baseline Assessment today to take the first step.