Operations

Support

There are many moving parts to setting up a new contact center, expanding or upgrading an existing center, or preparing for seasonal or unanticipated volume surges. Each of these initiatives involve both your customers and your team members. For your customers, simple things such as intuitive voice prompts, easy-to-navigate systems, and friendly conversations with your support reps contribute to a best-in-class customer experience. We understand the complexities of contact center management and provide your agency with support services tailored to meet your unique needs.

When it comes to your team, sometimes it’s the simple, yet effective things that impact them the most. We’ve found that implementing a continuous learning environment and upward feedback culture leads to high engagement and satisfaction levels. Knowledge bases provide instant access to information necessary to perform essential job duties. Learning management systems deliver e-learning courses designed to complement and supplement facilitator-led content and can be leveraged with WFM integration to schedule training during a support rep’s idle time.

With our cloud-based technology, we offer cost-effective solutions to handle routine to complex processes for your agency. We serve as a direct extension of your team with our end-to-end support model, provide stand-alone solutions, and lend our expertise to process development. We understand Government contact centers and utilize targeted best practices to deliver a world-class customer experience to your agency.

Tactical Deliverable Examples:

  • IVR Recordings
  • Training Curriculum and e-Learning Course Development
  • Script Writing
  • Knowledge Management
  • Communications Plan