Governance

Strategy

The key to a sustainable contact center strategy is to begin with the end in mind. Placing customer experience at the forefront of your agency’s strategy will guide all aspects of your contact center vision and help you implement the best organizational model to meet and exceed overall mission objectives. Setting the right cornerstones is our primary focus, with infrastructure designed to address People, Process, Technology, and Operational needs.

One of the primary factors of contact center success is a cloud-based technology framework that can accommodate year-over-year growth and swiftly adapt to changing market conditions. We conduct a current-state assessment of your agency’s contact center technology and provide you with actionable insights, such as where investment is necessary and where existing legacy systems and IT are sufficient. We consider strategic planning an ongoing process—refining, A/B testing, and continuously improving to meet the needs of your customers, your team, and your agency.

Footprint planning and workforce optimization are the next set of factors we take into consideration for operational sustainability and workplace satisfaction. The most successful contact centers are those that continually invest in training and developing their support representatives and optimizing their resources in line with current trends and future trajectories. A remote workforce is now more important than ever to achieve your agency’s strategic mission. Connect Centric collaborates with your agency to integrate people, processes, and technologies scaled to deliver best-in-class virtual contact centers that compliment your digital footprint.

Tactical Deliverable Examples:

  • Stakeholder Interviews and Requirement Gathering
  • Current-State Audit and SWOT Analysis
  • Future-State Roadmap Design
  • Needs Assessments
  • KPI Alignment with Agency Mission