Contact Center Effectiveness

Our contact center effectiveness services increase productivity while maintaining or improving customer satisfaction of sales and service contact centers. Our clients typically experience 5% to 15% improvement in workforce efficiency through effective process definition. Our services help clients answer key questions:

  • Why are we unable to consistently meet service levels?
  • Are we capturing the right metrics?
  • Why are our schedules not driving better results?
  • Do our processes empower our agents to do their job?

We provide services from planning to execution including:

  • Development and high level design of customer service vision
  • Design of contact center processes according to best practices
  • Development of transition roadmap and change management activities
  • Design and Implementation of contact center technological infrastructure
  • Contact center consolidation

Learn more about our approach to Contact Center Effectiveness.

Learn more about our Contact Center Rapid Assessment.

Case Studies

The Challenge

A well respected, regional health plan sought to increase efficiencies in its service and sales centers by increasing agent productivity. Learn More

The Challenge

A division of a Fortune 500 company was required to reduce its budget by 22% while improving market position. Learn More

The Challenge

One of the nation’s largest independent provider of services for self-funded health plans reached capacity within its customer service centers. Learn More

The Challenge

A regional health care provider used multiple ?green screen? customer service systems resulting in disjointed customer service reporting, limited IVR integration, manual tracking and assignment of issues, and limited ability to enhance systems without causing breakage. Learn More

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ValueWise Corporation
855 Route 146, Suite 240, Clifton Park, New York 12065
(518) 280-3372