Introduce a new product or service?

We can help you:
• Complete a comprehensive review of your existing organization, processes, and technologies to identify areas that will be affected by the change and to document requirements necessary for successful change
• Evaluate the need for new sites or new uses of existing sites to support the new initiative
• Leverage the latest techniques in Lean Six Sigma and the latest tools and technologies in Business Process Management (BPM)
• Use BPM and SOA to integrate all of the components of your contact center – people, process, technology – across all channels (web, IVR, voice, email, chat) to support your strategies
• Design and deliver targeted agent training to support the new offering
• Design and deliver targeted quality monitoring, supervisor coaching, and agent performance management programs to reinforce the new offering and new metrics
• Leverage dashboards, analytics, and BPM tools to mine all sources of product/service metric and performance information
• Pursue alternative management and staffing approaches to allow flexibility and manage the impact of change on existing resources.

The services we can provide to help you introduce a new product or service include:
• Contact Center Assessments
• Continuous Process Improvement Facilitation, Analysis, Design, and Implementation
• Contact Center/CRM Strategy and Planning
• Technology Planning, Requirements, Design, Vendor Selection, and Technology Project Management
• Contact Center Site Selection
• Agent Performance Optimization
• Interim Contact Center Management
• Contact Center Outsourcing Assistance – Evaluation, Selection, Implementation, Relationship Management
• Speech Analytics

See more examples of our experience, including Sample Deliverables, more detailed Case Studies, and Client References