Optimizing Use of Telephony, Software, Hardware, and Networks
Is our call center equipped to operate effectively and efficiently, and if not, what changes are necessary so that it is?
Pragmatic Answers for MultiChannel, and OmniChannel OperationsLieber & Associates technology assessments provide concrete and pragmatic answers, whether you wish to make changes quickly or develop a multi-year plan to keep pace with growth. Assessments also prepare operations for expansion as multichannel or omnichannel call centers handling e-mail, chat, and/or co-browsing as well as voice. If required, recommendations also include plans for adding video calls.
Independent RecommendationsFirst, consultants review existing technology and its operational use. Then they examine how it can be optimized, whether any component should be replaced, and new tools to acquire. L&A recommendations are accompanied by ballpark costs, projected return-on-investment, and staff resources required to adequately support improvements.
L&A is independent of vendor influence, and its senior consultants have each spent more than 20 years selecting, installing, configuring, and troubleshooting contact and call center technology.