Contact center operations services

Our contact center operations consulting services are designed to optimize your contact center's performance by focusing on customer satisfaction, efficiency and scalability. We support contact center operators of any industry. Our areas of expertise are:

Operational effectiveness

  • Operational roadmap for goal attainment: Creating effective tactics to achieve business outcomes through a review of disciplines such as workforce management, process effectiveness, quality assurance, training and performance management within a contact center

  • Customer journey design and implementation: Aligning work processes, metrics and training with the desired customer journey to achieve results

  • Coaching for performance: Implementing agents, supervisor and management coaching programs to achieve results person-to-person

Workforce management

  • Long-term forecasting and short-term planning: Creating effective forecasts across channels and skills to understand labor requirements to meet objectives

  • Agent scheduling: Optimizing shifts to ensure peak efficiency without overstaffing or understaffing

  • Performance monitoring: Implementing metrics and KPIs including dashboards to continuously assess and improve agent performance

  • Automation and platform optimization: Selecting what to automate and how to implement or optimize technology platforms to streamline forecasting, scheduling and real time management of performance

Quality assurance

  • Standard setting: Developing benchmarks for quality and compliance to ensure every customer interaction meets set standards

  • Advanced technology: Implementing AI-assisted programs to achieve 100% contact scoring and insights across the business

  • Continuous coaching and training: Providing ongoing training and feedback to agents based on QA findings to improve their interactions and problem-solving skills

Process optimization

  • Streamlining workflows: Reducing complexity in processes to enhance agent productivity and customer interaction

  • Automation of routine tasks: Implementing tools to handle routine queries, freeing agents for more complex customer needs

 

Contact center technology services

Our contact center technology consulting services integrate the latest innovations in contact center technology to drive better customer interactions and operational efficiencies:

Contact Center as a Service platforms

  • Contact center as a service (CCaaS) platform implementation: Supporting businesses that are adopting new interaction routing technologies, self-service solutions and integration with CRMs and other customer service tools for seamless operations

  • Omnichannel support: Integrating voice, email, social media and live chat platforms to provide a seamless customer experience across all channels

  • AI and machine learning: Implementing AI-driven solutions for predictive customer service, like next-best-action systems

  • Interactive voice response (IVR) systems: Enhancing IVR with natural language processing to improve customer self-service options

Data analytics and reporting

  • Performance dashboards: Custom dashboards that provide real-time insights into contact center operations and agent performance

  • Customer insights: Leveraging customer data analytics to understand customer behaviors and trends that will help tailor services and improve satisfaction

Customized solutions for every business

We recognize that every contact center faces unique challenges. Our customized solutions are designed to address your specific requirements, whether you're looking to refine operational processes or integrate cutting-edge technologies. Our team has the expertise to facilitate your contact center’s growth and efficiency.

FAQ

  • Contact center operations consulting involves enhancing the efficiency and effectiveness of contact center functions through a review of key disciplines within a center organization including workforce management, quality assurance, training and process optimization.

  • Technology consulting can revolutionize your contact center by integrating advanced solutions like AI, machine learning, and omnichannel platforms to improve customer interactions and backend analytics.

  • A CCaaS platform (Contact Center as a Service) offers scalable solutions that adjust to your operational needs, reduce upfront costs, and provide advanced technological capabilities without the need for extensive in-house infrastructure.

  • Blue Orbit Consulting offers a comprehensive approach with a proven track record of transforming contact centers through innovative strategies and technologies, tailored to enhance both customer satisfaction and operational efficiency.

  • Both a contact center and call center are customer service hubs. However, call center agents handle customer service inquiries by telephone, while contact centers can service customers through not only phone, but multiple channels like email, social media, SMS text and AI-powered chatbots.

 

Ready to Transform Your Contact Center?

Elevate your contact or call center operations and technology with Blue Orbit Consulting. Our experts are ready to help you implement the changes needed to thrive in today's competitive environment.

 

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