Contact Center Consultants: A Critical Partnership

A consultant is your partner, not an adversary. Unlike the one portrayed in the image above. 100 pts for the first correct guess: name that series
An excellent article from our friends at the Contact Center Pipeline. So good in fact we needed to post it here. All the credit goes to them!
By: Brendan Read / Jun 2024
original post: https://www.contactcenterpipeline.com/Article/working-with-consultants
How to maximize the benefits of their counsel and services.
Here is where the true power of Cloud 9 really shines: we're more than your contact center and unified communications consultant. We sit with you to actually bring multiple consultants to the table to choose from. We'll help you evaluate and deliver the right consultants. The proper contact center and customer experience (CX) consultant to optimize technology and operations.
Consultant help with Technology Optimization
- Digital strategy for the next three-five years
- Cloud versus premise-based solutions
- UCaaS (unified communications-as-a-service) and CCaaS (contact center-as-a-service) features and implementation plans
- Interaction routing
- E-911
- Security
- Business continuity
- Automation
- Speech analytics
- Artificial intelligence (AI)
- …and the next “hot” technology
Consultant help with Operations Optimization
- Corporate philosophy and values (mission/vision statements)
- Conduct workshops for special projects
- Oversee task forces for special projects
- Organizational structure
- Customer Experience (CX)
- Personalization
- Loyalty
- Ways to improve business performance and profitability
- Touchpoints
- Surveys/feedback
- First call resolution (FCR) versus zero call resolution (ZCR)
- Human Resources
- Recruiting policies
- Onboarding
- Turnover
- Staffing: forecasting, scheduling, budgets
- Training
- Performance evaluation and monitoring policies
- Coaching
- Work-from-home versus return-to-office versus hybrid
- Processes
- KPIs
- Employee engagement
- Value of lost calls
- Reporting
- Governance committee meeting attendance