Technology Integration:  We implement and support the customization of many of the common applications used in service centers, including:  VoIP systems, IVR & ACD applications, web platforms, enterprise accounting applications (SAP, Mini-fuels, Banner, etc) 

Start-up and Major Service Model Change:  Over twenty years of start-up projects we developed essential processes and support tools to ensure the flawless integration of technology and people processes.  Some of these include:

BUMP (Business Unit Migration Processes) - These are a series of integrated strategic planning tools to ensure zero or minor impact on business operations during the migration to a new service model or during the launching of new technologies.

Profiling and Selection: We currently have a significant data base of profiles & competencies for the most common industry specific contact centre positions, including inbound/outbound customer service, technical help desk support, telesales and win-backs. Our selection tools ensure the right fit for specific job requirements, ability and required performance levels.

Development: Our current and extensive library of learning products exclusive to contact centre development include classroom, self-paced computer-based, and web-enabled training options so that learning can be tailored to individual learning styles, business strategies and budget. All classroom training programs are available for internal delivery.

Performance Support: Our support systems and programs include calibration training, monitoring tools, and performance coaching training for quality coaches and supervisors.

Electronic Support Tools: We have worked with a variety of contact centers to design electronic knowledge management tools to speed up learning and access to critical information or to document the knowledge held by individuals in key positions.