NextGen CX Contact Centers

Government Contact Center Strategy
People, Process, Technology: Focused on Achieving Your Business Objectives

NextGen CX contact centers are a growing customer-centric strategy.  Based on our reputation and experience in this focus area, we are a sought after consulting firm based on our commitment to meet our client’s vision.

Most importantly, customers engage with us based on reputation as a trusted government contact center advisor and a hands-on partner in the development of the NextGen contact center operational strategy and implementation planning.

Whether they are looking for new contact centers strategies and new technology directions including new start-ups, omnichannel implementation or moving to the Cloud, seeking to improve performance or customer experience/engagement, or driving toward expansion, we can help.

From start to the final goal, we can assist your team to develop strategies and operations plans in areas such as:

  • Develop government NextGen CX contact centers strategy, helping with organizational design and overall vision;
  • Conduct government benchmark reviews and provide gap; awareness/analysis to assess your operation or key processes compared to best practices;
  • Development of customer and employee engagement programs;
  • Research and launch of innovative content and knowledge management programs;
  • Implement focused improvement projects to drive results in a particular metric such as customer satisfaction, service level, first contact resolution, attrition, or average handle time (AHT);
  • Redesign specific functional government processes affecting contact center operations, such as quality, workforce management, recruiting, hiring, or training approaches;
  • Critical business requirements definition and strategic operating model design;
  • Provider evaluation and recommendations;
  • Technology implementation and deployment services;
  • Post-implementation operations and technology optimization services;
  • Leveraging our extensive experience to design optimal solutions for clients by engaging the best talent at the right time with effective strategies, tools, and processes.

We are happy to engage in conversation with you on options to create or improve your contact center customer experience delivery .

Let’s connect and contact us.