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.
Contact Center Guide
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.
Contact Center Guide
Customer Journey Mapping Essentials
How to create an effective customer journey map, including avoiding common pitfalls and overcoming challenges.
Contact Center Guide
Ultimate Guide to Contact Center KPIs
A guide and calculator to help you understand, track. and improve your KPIs.
Contact Center Guide
Voice of the Customer Audit Guide
A guide to understanding VOC Programs including a Data Audit Survey to help you get started.