Our team has extensive experience and expertise in the following areas:

• Leveraging a flexible workforce
  Is it hard to transition to a flexible workforce? Yes. Is it hard to implement an at-home contact center? Yes. Is all this hard work worth it? Absolutely. Whether you are motivated to improve your quality or to reduce your cost, nothing will give you a better return on your hard work effort than to move to a flexible workforce working from home. We have helped many companies from small centers with 10-agents to the largest out there to make the transition and though it was not easy they will all testify to the amazing benefits that far outweighed the trouble to implement. Some examples include: improved customer satisfaction, higher utilization, lower cost per call, reduced attrition, improved adherence, and reduced handle times.
• Leveraging cloud computing technologies
  These days most people understand the saying “in the cloud.” Our team has been promoting these technologies in the call center for over a decade (yes- before it was popular). The progress has been slow in our industry as compared to others who are now reaping the many benefits. However, in the past couple years we have witnessed a significant momentum change. The next couple years looks like an avalanche as call centers of allsizes and levels of sophistication are adopting cloud solutions at an amazing pace. We can help you sort through the cloud offerings and show you the top solution for price and performance. A warning here that several vendors are attempting to look like a cloud providers but really just offer a hosted solution.
• Recruit and hire better talent
  With a majority of your budget going to people, this is one resource you want to get right. We can help innovate with you around the strategies to determine what type of person to hire, how to evaluate them, and how to maximize every new employee engagement. The cost savings can add up quickly as employees who are a better match will give you lower attrition, reduce handle times, and higher quality.
• Compensation models
  Compensation in contact centers is an art and a science. Implementing the right incentive program is critical to your success. Retaining your top performers, trimming out your poor performers and optimizing for peak results takes the right balance of weighted key indicators that are real-time and relevant to your objectives.