The first contact is often the most important

Call centers are often an important beginning step of any customer journey.  Armed with knowledge of leading practices in contact centers across the world, our experts assess call center strengths and opportunities.

We examine key practices across nine dimensions critical to building a world class experience, then provide a report and scorecard, develop recommendations and prioritize initiatives. Internal stakeholders are engaged in the process in order to develop a comprehensive understanding of documented practices, demonstrated behaviors, facilitators and barriers.

This highly practiced model for assessing the current state of call center offers actionable insights and recommendations for building enchantment with each interaction.