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Consulting  Strategic Initiatives   Quality / Training / Speaking   Client List

Tactical Implementation

Touchpoint consultants have the deep experience necessary to implement specific initiatives in your contact center. Our consultants understand the need to ensure that tactical implementations include a global view across all internal silos. We will work with your team to define the details and implement programs based on real-time metrics and results.

Workforce Optimization
»	Workforce Management, Forecasting and Scheduling, Roles and Responsibilities
Web-enabled Contact Center Strategy
»	Strategy and Design, Processes and Implementation, Integration, Customer Value, Value-based Routing, Skills-based Routing
Technology Assessment and Solutions
»	Vendor-neutral Technology Assessments (IP Telephony, ACDs, IVRs, CTI, Call Routing, Portals/Multi-channel Technology, Workforce Management, Quality Management Systems, Workforce Optimization, Outbound Dialers, Vendor Selection (RFI/RFP), Business Case and ROI Validation
Call Center Consolidation
»	Project Planning, Resource Modeling, Site selection
Business Process Reengineering
»	Workflow and Process Documentation/Mapping/Redesign, Productivity Analysis
IVR Design, Scripting and Analysis
»	Customer Utilization Analysis, Scripting, Menu Design and Testing
Call Center Start-up/Outsourcing
»	Call Center Start-up Strategies, Program Development and Implementation, Outsourcing Analysis

Consulting  Strategic Initiatives   Quality / Training / Speaking   Client List