Consulting for Contact Center Performance
Contact Center professionals know that details matter. For fast, accurate, and profitable service results, your agents, communication systems, and data systems must be constantly tuned to work together effectively.
What happens to a caller prior to an agent's answer impacts customer satisfaction almost as much as what the agent says. Inefficiencies of two or three seconds per contact can dramatically erode your short- and long-term service quality goals. It can mean that your center becomes a cost center, not the profit center it was designed to be -- and can be.
For over thirty years, ISC has used its extensive knowledge of the contact center environment to provide effective solutions in operations, management, and training for the contact center industry. |
| ISC Contact Center Consulting Services |
Whether the issues are large or small, ISC can assist you in the specific areas you’re concerned about.
If your needs are short term, we can focus on how "quick fixes" can be achieved. For example, you may have noticed a specific symptom -- contact statistics that don’t seem to add up, rising abandons, forecasts drifting off target. Or you may want an overall tune-up, to make sure your whole system is meeting or exceeding industry standards. ISC's specialists will use their extensive knowledge of the contact center environment to help you identify and implement a cost-efficient solution quickly.
If you are building a new center, we can help you plan for large-scale change, system acquisition, and the introduction of new services. We'll also help you optimize your technical resources such as IVR, queuing, scheduling, and CRM.
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| The ISC Contact Center Optimization Review |
The ISC Contact Center Optimization Review is a structured review of your contact center. You’ll get an objective, lucid analysis of your workforce management, contact protocols, training, system configuration, and data systems. You'll get constructive, results-oriented recommendations, and we'll work with you to develop a strategy to identify and achieve your goals in contact center planning, implementation, and operations.
Since 1973, we've been helping our clients achieve peak performance.
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| How may we help you? |
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| Our on-site consulting services can help you with: |
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Contact methods and procedures
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Home agent deployments
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Data management strategies, database
evaluation and design
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Workforce management
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Staffing policies and procedures
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ACD and PBX switching
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IVR and Queue Engineering
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System acquisition, configuration,
and network implementation.
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