CONTACT CENTER 411

CUSTOMER SERVICE OPERATIONS DESIGN AND IMPLEMENTATION

 

Contact Center 411 is a consulting firm focused on customer contact operations and support capabilities. The firm helps clients become more efficient in their processes, and implement technology for a better customer experience.

Contact Center 411 brings a full spectrum of contact center operations and customer support capabilities derived from extensive organizational leadership and consulting experience. The firm’s partners have worked internally at all levels from agent to senior executives as well as providing business transformation consulting leadership for large and mult-site operations within Fortune 500 enterprises. They bring extensive industry experience in healthcare, utility, hospitality, financial services, telecommunications, life sciences and more, giving deep insight specific to these industries and enabling thoughtful design of tailored solutions for each.

SERVICES INCLUDE:

  • Strategic Planning
    Digital transformation strategy and execution, outsource advising and support, global workforce planning, technology roadmap development and delivery, disaster recovery/business continuity planning

  • Customer Experience Design
    Customer journey mapping, alignment of metrics to customer expectations, voice of customer capture, assessment and utilization, omnichannel strategy and delivery

  • Technology-Enabled Business Process Improvement
    Technology assessment, business requirements identification, implementation effectiveness/change management, business process reengineering in complex multi-functional environments

  • Workforce Optimization
    Workforce management support, forecasting, scheduling, organization design, role and skill mapping, quality management design and delivery, work-at-home and flexible staffing solutions

  • Day-to-Day Operational Improvement/Support
    Performance assessments, cost savings opportunity analysis, interim management/leadership support, training design, development and delivery

Contact Center 411 complements the DBI Network by enabling customer contact center design and operations across a range of industry verticals. DBI Network enables Contact Center 411 to bring broader industry, geography, and technology capabilities to major experience improvement initiatives.

CONTACT:

Brian Golden
brian.golden@contactcenter411.com