•Contact Center Consulting•
The Future of Customer Experience
Are You Prepared?
20
NINETEEN
Contact Center Performance
Tailored for the businesses looking to turn around performance issues, reduce costs, improve customer experience and evaluate appropriate metrics along with financial benchmarks.
Internal Engagement - Employees
We've developed a structure that can help you reduce attrition, improve morale/productivity and narrow into key area's to help move your business forward and protect the bottom line. Employee Engagement surveys, unique approaches, team assessments & more. Ask for our ROI case studies from past clients.
External Engagement - Customers
We help you assess the CX landscape, journey map your current environment and then partner to provide solutions that allow you to capture the voice of your customers or design a forward looking technology strategy.
Training and Development
Agent Behaviors, Accountability, Leadership, Communication Courses, Instructional Design, Leadership Pipeline & More.
Leadership Training
Our personalized approach to leadership development, combined with more than 100 years of contact center experience, sets us apart from other businesses to provide you with the attention you need.
Performance & Workforce Management
Call centers face their own set of challenges and opportunities - and we offer a program tailored specifically to meet your needs.
Tailored for the businesses looking to turn around performance issues, reduce costs, improve customer experience and evaluate appropriate metrics along with financial benchmarks.
Internal Engagement - Employees
We've developed a structure that can help you reduce attrition, improve morale/productivity and narrow into key area's to help move your business forward and protect the bottom line. Employee Engagement surveys, unique approaches, team assessments & more. Ask for our ROI case studies from past clients.
External Engagement - Customers
We help you assess the CX landscape, journey map your current environment and then partner to provide solutions that allow you to capture the voice of your customers or design a forward looking technology strategy.
Training and Development
Agent Behaviors, Accountability, Leadership, Communication Courses, Instructional Design, Leadership Pipeline & More.
Leadership Training
Our personalized approach to leadership development, combined with more than 100 years of contact center experience, sets us apart from other businesses to provide you with the attention you need.
Performance & Workforce Management
Call centers face their own set of challenges and opportunities - and we offer a program tailored specifically to meet your needs.
Other Core Services
Startup Advisory
Facilitation
Project Resources
Talent Acquisition
Interim Leadership
Operational Assessment
Omni-Channel Strategy
Startup Advisory
Facilitation
Project Resources
Talent Acquisition
Interim Leadership
Operational Assessment
Omni-Channel Strategy
We understand our client's success depends largely on the skills and performance of their people and work teams. To build and enhance skills can require more than traditional learning programs and performance approaches. We begin by partnering with our client to discuss current business goals, critical measurements, and the desired state. From there we work with the engagement team on a design that addresses the gaps. Together we implement the solution to close the gaps and improve business results.