Contact Center Planning and Optimization
Whether you want to build an analytics solution for your customer experience team or build a contact center from the ground up, our knowledgeable team can help. Using their expertise our team will help you formulate the best approach to reduce investment risk and maximize your investment.
Mediu’s consulting team approaches every engagement by first understanding the current state of your contact center and then better align our recommendations with your goals. We also offer services to help you turn your contact center into a revenue stream including:
- Customer experience analysis – understanding how customers want to engage and then making recommendations how to customize the contact center to meet their needs
- Workforce management (WFM) consulting – aligning people, processes and technology to ensure your WFM is positioned to serve as the eyes and ears of the contact center
- Analytics – helping you uncover trends that affect satisfaction, competitiveness and differentiation [link to analytics]
- Training services – ensuring you have the right people in the right seats and helping them understand how to leverage the WFM to forecast staffing needs