Will specializes in UCaaS and contact center transformation services. He has been with StableLogic for 8 years, delivering across several major international & highly complex projects in that time.
Conducting a Review
We begin every contact center transformation by reviewing all aspects of your contact center – from the technology to the customer experience and the performance of the team themselves. We focus on key areas of concern.
We help clients to design their future strategy, model the costs and the performance levels and build the business case.
Benchmarking
A benchmark is often an excellent starting point to plan for the future. This will help us understand the following key areas:
- Cost Base – Is it as good as the market generally?
- Service Options – Are your competitors providing other options?
- Accessibility – How does your service compare?
- Service Levels – Market leading or behind?
- Customer Experience – Are your competitors better or worse?
We help reduce costs while increasing the performance of your contact center.
Developing a Strategy
In the strategy phase, our expert contact center consultants undertake:
- Business Requirements – Your business objectives
- Technology Assessment – Assess current and develop a roadmap
- Customers – What is the best way to communicate with them?
- Channel Strategy – Voice, web chat, SMS, email, video, etc.
- Management Information – Obtaining the best MI
- Sourcing Strategy – In-house or outsource?
- Service Hours – Including “follow the sun” options
- Cost – Modelling different cost options
- Service Integration – CRM, Salesforce, Oracle, MS Dynamics, etc.
For more information on our approach to strategy, click here.
Procurement & Negotiations
Selecting a new contact center solution is a major decision that directly impacts the effectiveness of your organization. Our objective is not only to advise on a highly functional technology solution but also one that is reliable, cost-effective, and from a low-risk supplier.
We support clients with gathering requirements, creating a specification, and the full selection process. We manage contact center procurements on behalf of clients on a continuous basis, so we understand different products, suppliers, and configuration options. This allows us to advise clients on how these work in practice.
We specialize in the procurement of both contact center technologies and services, including fully outsourced contact centers. For more information on how we run procurements, click here.
Implementation
Using proven methodologies, we will ensure the successful rollout and adoption of new technologies. Recent projects have included Data Network deployments, SD-WAN deployments, Cloud Contact Center (CCaaS) implementation, Cloud Telephony/ UCaaS (such as Skype for Business), and many more.
Being a business at the forefront of technological advances means that our project managers always remain effective in their roles. For more information about our project management service, click here.
Monitoring Performance
Upon completion of your project, we'll continue to keep and touch and monitor the success of your new strategy. The transition to a newly-designed contact center can be challenging, so we make sure to assist in any way we can.
We're on call for any problems with new software, equipment, or systems you've adopted. If there are any pitfalls, we make sure to patch them up as quickly as possible.