Our Services
Improve Contact Center Operations for Fast ROI
Our comprehensive contact center operations solutions are tailored to meet your specific needs, helping your team perform at peak levels while delivering exceptional customer experience.
Customized Solutions
Industry Expertise
Results-focused
Why It Matters
Accelerate Success with Outstanding Contact Center Operations
Contact center operations are the foundation of unparalleled customer experiences. A well-optimized contact center lays the groundwork for innovation, growth, and delivering value to customers, ultimately fueling long-lasting business success.
Our operations services focus on the three fundamentals of a strong business foundation: people, processes and technology.
Our Expertise
People
- Agent hiring, training, and performance management
- Workforce management to ensure appropriate staffing levels and agent adherence to schedules
- Coaching and development programs to improve agent skills and job satisfaction
- Agent retention strategies to reduce turnover and maintain a knowledgeable workforce
Our Expertise
Processes
- Call routing and queuing to ensure efficient handling of customer inquiries and issues
- Scripting and call flow design to guide agents through customer interactions
- Quality assurance and performance management to monitor and improve agent performance
- Incident management to handle and resolve customer complaints and issues in a timely and effective manner
Our Expertise
Technology
- Contact center software for managing customer interactions, such as customer relationship management (CRM) and automatic call distributors (ACDs)
- Analytics and reporting tools for monitoring contact center performance and identifying areas for improvement
- Self-service and automation tools to enable customers to resolve issues on their own, reducing agent workload
- Integration with other business systems, such as sales or marketing software, to provide a seamless customer experience
additional reading
How An Operations Consultant Can Benefit Your Business
Consulting often revolves around strategy. An operations consultant works in tandem with the c-suite of an organization to implement strategies that will deliver results, such as streamlining operations and re-assessing inefficient strategies.
Working with the right consultant ensures your company becomes more efficient, productive, and successful.
Contact Our Team
Interested in learning more about our operations services?
Experience Breakthrough Contact Center Performance: Connect with the CH Consulting Group team today.