We offer valuable resources that
support your business growth.
Contact Center as a Service Guide Book
The Ultimate Guide to Contact Center as a Service
Due to the tremendous product and service competition in many marketplaces, providing exceptional customer experience has become the main unique selling proposition that allows businesses to stand out from the competition. However, in order to maintain or exceed customer experience, in a competitive environment with ever-shifting customer needs, contact center solutions need to keep up.
Running a traditional, on-premises contact center with expensive equipment can make it difficult for a company to adjust to changes quickly. But nimbleness and accompanying growth can be accomplished much easier with a cloud-based Contact Center as a Solution (CCaaS). In this guide, we explore CCaaS, including how to determine if you need this system, the benefits it provides and how to choose a solution provider.
Voice of the Customer
Who's voice is the most important in your business and its future?
A CHCG DATA AUDIT TOOL
To have a real internal Voice of the Customer (VOC) initiative, organizations have to have a clear understanding of what VOC is and isn’t. In this data audit tool, we take a look at the foundations for VOC, the data, and the technology needed to support VOC and positively impact your bottom line.
We have worked with organizations both big and small to understand and implement VOC programs and have created a comprehensive audit tool to better define the process needed for building an excellent customer experience. By collecting customer feedback, analyzing it, and using it to improve products and services, we have helped organizations significantly increase customer satisfaction, retention, and revenue.
Simply download the tool to know more about the VOC audit process.
Customer Journey Mapping Tool
Leverage customer data to build an exceptional customer experience.
Download our customer journey mapping tool for industry best practices, actionable insights, and a plan to help you get started on the customer journey mapping process.
CHCG Sample RFP Decision Grid
Outsourcing Your RFP? Do You Have the Right Vendor?When you are looking for a new BPO or Technology Vendor, it’s important to go through a comprehensive RFP process. Many companies look to hire third-party Consultants to assist with the RFP process, but aren’t sure how to select the Consultant that is right for them. CH […]
Outsourcing Your RFP? Do You Have the Right Vendor?
When you are looking for a new BPO or Technology Vendor, it’s important to go through a comprehensive RFP process. Many companies look to hire third-party Consultants to assist with the RFP process, but aren’t sure how to select the Consultant that is right for them. CH Consulting Group developed a detailed RFP Comparison Tool that allows you to compare RFP Vendors that you are looking at.
Download our tool today and get:
- Comprehensive list of decision criteria to help you determine if you have selected the right RFP Vendor/Consultant
- RFP Comparison Template and Practical Example for your convenience
- Graphs that allow you to visual RFP Vendor/Consultant rankings
Download the CHCG Sample RFP Decision Grid here. Download
Medical call center AUDIT CHECKLIST
Is your Medical Call Center due for an Audit? CH Consulting Group understands that medical call centers have specialized needs to meet compliance while providing an excellent customer experience. It’s important to never lose sight of your customer service goals and make sure that your call center is supporting your customers effectively and efficiently. To […]
Is your Medical Call Center due for an Audit? CH Consulting Group understands that medical call centers have specialized needs to meet compliance while providing an excellent customer experience. It’s important to never lose sight of your customer service goals and make sure that your call center is supporting your customers effectively and efficiently. To help get your wheels turning, we have created a Medical Call Center Audit Checklist. When you download a free copy of our Medical Call Center Audit Checklist, you get the following:
- Checklist that embodies the People, Process & Technology components of your business as they relate to Customer Service in your call center
- A foundation of questions you should be asking to assess your current call center operations
- A comprehensive compliance section that shows you what you should be doing
- A preview of our strategic 360° View Assessment that we use with our clients
YOUR GUIDE TO AN EFFECTIVE STRATEGY AND ROADMAP TO SUCCESS
BENEFITS OF CH CONSULTING GROUP’S 360° VIEW ASSESSMENT
You most likely have an idea of what an optimized future state for your business will look like, and you probably even have a plan in place. However, the first step in improving ANY business operation is to have an accurate understanding of your current state. Many organizations skip over this crucial first step which often leads to many challenges, flawed strategies, misuse of resources, etc. This is why it’s important to have an unbiased third party help audit your business. Check out CH Consulting Group’s latest guide to creating an effective strategy and roadmap to success for your business.
THE CALIFORNIA CONSUMER PRIVACY ACT (CCPA) CHECKLIST
Is Your Organization CCPA Compliant?
The California Consumer Privacy Act (CCPA) has specific requirements for companies that have California customers. CCPA outlines what you need to do to be compliant in terms of Personal Information (PI) for California residents. Take a look at our CCPA Compliance Checklist for the following:
- Criteria for companies that must be CCPA compliant.
- Important CCPA-related dates.
- CCPA requirements that you need to make sure you are checked off on.
CONTACT CENTER ACQUISITION CHECKLIST
Looking to Acquire a New Contact Center?
Call center acquisitions can help to diversify your service offerings and widen your client base, but they can be a long and tricky process. How do you know that you are making a worthwhile investment?
Download our tool today and get:
- Comprehensive checklist that allows you to ask the right questions
- Strategy to analyze potential contact center acquisitions
- A better understanding of how to assess potential contact centers’ current state, risk, etc.
RFP COMPARISON TOOL
Outsourcing Your RFP? Do You Have the Right Vendor?
When you are looking for a new BPO or Technology Vendor, it’s important to go through a comprehensive RFP process. Many companies look to hire third-party Consultants to assist with the RFP process, but aren’t sure how to select the Consultant that is right for them. CH Consulting Group developed a detailed RFP Comparison Tool that allows you to compare RFP Vendors that you are looking at.
Download our tool today and get:
- Comprehensive list of decision criteria to help you determine if you have selected the right RFP Vendor/Consultant
- RFP Comparison Template and Practical Example for your convenience
- Graphs that allow you to visual RFP Vendor/Consultant rankings
SAMPLE QUALITY ASSURANCE GUIDELINES & SCORECARD
What Does Quality Assurance Look Like for You?
CH Consulting Group believes that quality assurance is one of the key components of a successful contact center. It is important to have clearly documented guidelines that are aligned with industry best practices. When you download a free copy of our Sample QA Guidelines & Scorecard, you get the following:
- List of industry best practices – see how your contact center compares!
- Sample scoring criteria that you can use for your contact center
- Sample QA Form/Scorecard
CUSTOMER SERVICE AUDIT CHECKLIST
Are You Due for a Customer Service Audit?
CH Consulting Group understands that providing an excellent customer experience starts with the service that you provide. Your contact center is often the voice of your brand and is considered the front-line when it comes to challenges and concerns that your customers are having. It’s important to never lose sight of your customer service goals and make sure that your call center is supporting your customers effectively and efficiently. To help get your wheels turning, we have created a Customer Service Audit Checklist. When you download a free copy of our Customer Service Audit Checklist, you get the following:
- Checklist that embodies the People, Process & Technology components of your business as they relate to Customer Service in your call center
- A foundation of questions you should be asking to assess your current call center operations
- A preview of our strategic 360° View Assessment that we use with our clients
GUIDE TO TRANSFORMING THE CUSTOMER EXPERIENCE THROUGH THE AGENT EXPERIENCE
Are You Guilty of Missing this “Forgotten Piece” of the Customer Experience?
We have been featured in a recent edition of the prestigious http://www.contactcenterpipeline.com/Contact Center Pipeline</a> magazine, an industry leading publication focused on driving business success through effective contact center direction and decisions. When you download a free copy of our article, you get the following:
- Customer experience insights and a personal story from Christa Heibel, CEO and Owner of CH Consulting Group
- FIVE actionable recommendations you can apply to your call center – these tips will help you TRANSFORM your customer experience by improving your agent experience
- Access to more issues, articles white paper and other valuable content from Contact Center Pipeline
SAMPLE BUSINESS METRICS SCORECARD & KPI LIST
Is Your Contact Center Tracking the Correct Key Performance Indicators?
When you download our free Sample Business Metrics Scorecard, you get the following right at your fingertips:
- Comprehensive list of KPIs that are standard across most contact centers
- RelevantKPIs that are integral to an omni-channel strategy and can be applied to inbound, outbound, e-mail, chat and social media
- Sample Business Metrics Scorecard that provides you with an example of how a balanced scorecard should look like – compare it with the scorecard you have today!