Business Solutions
to Make an Impact

We’ll help you see the light. Because every decision you make has a strategic impact.

Optimizing
Your H-Factor

That means improving teams, processes and technology at the same time.

Optimize contact centre processes
- By eliminating non-value added tasks
- Through process reengineering
- With automation
Optimize call flows
- With a workforce management plan: “Right people, right time, right place”
- Through IVR optimization and integration of callback features
- By maximizing operations (e.g., hours of operation, multi-skilling, overflow and contingency plans, etc.)
Maximize service quality
- With service and conformity standards
- Through quality assurance (e.g. matrix, sampling, calibration)
- With interaction analytics
- By managing customer frustrations and complaints
Optimize agent performance
With a manager’s toolbox, including :
- Day/week/month management routine
- Coaching on behaviours
- Dashboard, continuous improvement and action plans