Enhanced Program Support

Next-Level Contact Center Solutions

Your business isn’t stagnant, so your solution should be built to evolve.

Our customer care solutions are turn-key: program management from frontline coaches to program managers are all included in the agent rate. But with our professional services, you can further enhance your program where you specifically require it – for either short-term initiatives or for the life of your program. Think of it as access to à la carte expertise!

Take your customer service to the next level with these enhanced professional services solutions:

Change Management Specialists

Launching a new CRM, implementing AI, or introducing a new line of business is a significant undertaking with a direct impact on the customer experience. Our certified Change Management Specialists, armed with PROSCI and Six Sigma training, ensure your change initiatives launch on-time/on-budget with optimal adoption and usage.

Project Improvement Specialists

Our project improvement specialists deliver a competitive edge. These specialists have one mission: drive cost out of our client’s business while concurrently improving the customer experience. Leverage expertise in process improvement and analytics to enhance both your ROI and Csat scores. Your CCO and your CFO will both love the results!

Quality Analysts

For high volume, complex, multi-channel or omnichannel programs, having a dedicated quality analyst can take your program to the next level. Our quality analysts use Six Sigma methodology to analyze the streams of customer interaction data generated every day to identify trends, gaps, opportunities, and recommend actions for continual improvement.

Solutions Architects

Digital innovation is transforming the customer care sector at an ever-increasing pace. Harnessing the power of that technology is critical. Our IT experts can design and implement a streamlined technology strategy that supports and enhances your business from needs analysis to stakeholder engagement.

Privacy & Security Specialists

Your customers are increasingly concerned with the privacy and security of their data and sensitive information. They want to be protected. Our specialists can help you navigate and structure your solution to adhere to security standards including Safe Harbor regulations, PIPEDA, HIPAA, PCI, GDRP, and data protection security.