Contact Center

  • Overview

The one constant in contact center is “change”!

As your organization grows, business process are enhanced, staff transitions, customer landscapes evolve, channel growth occurs, as well as other impacts to your business, Cerium is here to work with you through these events. Through our consulting services and training offerings we can help turn change into opportunity. Cerium offers both packaged offerings or customized engagements to best engage with your organization.

Contact Center Business Consulting

Let Cerium Networks Contact Center consultants help you with your contact center strategies through our consulting offerings. Customized consulting engagements can be tailored to meet your organizations specific requirements.

Operational Performance Assessment

An in depth evaluation of your overall Contact Center environment including Organization and Leadership, Management and Process, Systems and Technology, and Talent Management.

Standard Assessment

A detailed evaluation of your organizations Management and Processes and Systems and Technology.

Rapid Business Assessment

A high level overview of strategy, organization, and technology within your Contact Center.

Metric Assessment

A review of your Contact Centers KPI to ensure they align with your strategy and desired behaviors and performance standards.

Multi-Channel Strategy

Assistance with the development of a multichannel strategy to include a technology roadmap and experience management strategy.

WFM Assessment

A review of workforce management principles and methodologies to ensure full utilization of technology and processes.

QM Program Assessment

A review of Quality Management program structure and technology utilization to promote desired agent behavior and productivity.