CH Consulting Group
Contact Center Guides
CHCG offers contact center guides that support your business growth. We update this page frequently, so check back often or join our email lists for resource updates.
360° Contact Center Assessment
360° View Contact Center Assessment Guidebook
A guide explaining our cutting-edge assessment tool that considers how people, processes, and technology interact in your contact center.
CCaas systems
Contact Center as a Service Guidebook
A guide on how to determine if you need a CCaaS system, the benefits it provides and how to choose a solution provider.
Customer Journey Mapping
Customer Journey Mapping Essentials
How to create an effective customer journey map, including avoiding common pitfalls and overcoming challenges.
Contact Center KPIs
Ultimate Guide to Contact Center KPIs
A guide and calculator to help you understand, track. and improve your KPIs.
VOC Programs
Voice of the Customer Audit Guide
A guide to understanding VOC Programs including a Data Audit Survey to help you get started.