Contact Center Assessment


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Contact Center Assessment is an unbiased analysis across the interrelated areas of Contact centers. A DI assessment identifies labor and technology cost savings, methods for maximizing efficiencies and utilization improvements. An assessment may include one or two specific areas or the entire contact center environment (i.e. strategy, operations, technology, disaster recovery, workforce management, quality monitoring/recording, reporting). During an assessment DI identifies areas of strength that need to be leveraged, identifies pain points that need to be alleviated, reviews benchmarks, processes/practices and documents assessment findings. DI tailors recommendations to the unique needs, culture and environment of each client in order to improve sales, reduce costs, increase efficiencies, increase agent and technology utilization, improve competitive positioning, increase employee and customer satisfaction and improve the overall customer experience.