Tech Talks: Enhance CX with contact center outsourcing and consulting services

A person in a dark button down pushes a block with a green smiley face on it toward the camera, with a block with a red frowny face on it in the background.In order to serve as a trusted advisor to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.

The loyalty department at a nationwide food chain was struggling to keep up with the more than 2,000 emails they received from customers each week. Even after the staff prioritized the requests and inquiries, more than 62 percent were stuck in a backlog. The perceived lack of responsiveness was decreasing customer satisfaction.

A contact center consulting service provider – one of our trusted partners – identified an outsourced email agent solution supplier for the food chain. Within 24 hours, those outsourced email agents cleared up 75 percent of the backlog. Now, almost every customer request receives a same-day response.

That’s just one example of how contact center consulting services and outsourcing can dramatically improve the customer experience (CX) for your company. Consumers that have positive experiences with your organization are 3.5 times more likely to make a purchase and 5.1 times more likely to recommend your business to others, according to the 2022 Global Consumer Trends report from Qualtrics. As a result, it makes sense to prioritize delivering the best possible CX – and that means optimizing your contact center operations since those agents are on the front lines of customer service.

Our team of trusted technology advisors recently spoke to representatives of the contact center outsourcing and consulting firm that helped the struggling food chain boost customer satisfaction. If you’re searching for a partner to transform your contact center and ensure your people, processes and technology support your organizational objectives, you might want to consider working with this supplier.

Provider overview

Based in Nebraska, this global customer engagement and contact center consulting company has been in business for nearly 20 years. The firm’s team of consultants delivers professional services, process improvement, performance management and technology services to organizations that want to contain costs, increase productivity and overall transform their contact centers. All of the consultants have at least 20 years of experience in the contact center space, and they’ve successfully completed more than 375 engagements. Whether you want to construct an entirely new solution or revamp your current contact center, this provider will ensure smooth project execution and the achievement of your desired outcomes.

Featured offering: Contact center services

This results-oriented firm can offer expert insights every step of the way as you deploy a new contact center solution or transform your current contact center. The consultants’ collaborative approach positions you for lasting success with the people you need, optimized processes, and leading technology. Their contact center services include the following:

    • Design services: Consultants will conduct a comprehensive discovery process to create a business case tailored to your objectives, pain points and user requirements.
    • Contact center outsourcing services: Drawing on an extensive network of service providers, this consulting firm can identify your ideal outsourcing partner for sales, tech support, customer service, seasonal campaigns, and many other use cases.
    • Implementation services: This supplier’s team can handle the deployment of Contact Center as a Service (CCaaS) platforms and Unified Communications as a Service (UCaaS) solutions.
      • NICE CXone
      • Five9
      • Genesys Cloud CX
      • RingCentral
      • Zoom
      • Mitel (cloud only)
    • Process optimization: Improve contact center operations and boost productivity with solutions such as IVR and self-service powered by AI, staffing adjustments, and analysis and enhancement of your workforce management solution utilization.
    • Managed services: Achieve your goals with ongoing CCaaS tech support, IT staff augmentation, and project management services from this supplier’s team.

If you’d like to learn more about contact center and outsourcing services from this supplier, don’t hesitate to reach out to our trusted advisors. We can provide insight into how they compare to other providers, in addition to helping you identify cloud contact center solutions that meet your specific needs. Additionally, working with us won’t cost you any more than going straight to the supplier because of our price parity guarantee.

Learn more about our advisory services today by calling 877-599-3999 or emailing

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