Case Studies / Contact Center Management
Contact Center Roadmap Identifies Clear Investment Priorities for Large Federal Agency
Government Industry
Scope
- A large federal government agency sought to evaluate their base capabilities and estimate the cost and effort required to transform their contact center to support a new service offering and a new mission.
Results
- Demonstrated the organization’s capabilities and methods versus best practices
- Identified key areas for improvement and execution roadmap, including workforce management, CTI, and reporting
- Collaborated with teams to develop high-level cost estimates of required investments
- Developed a financial model that describes the ongoing recurring costs for long-term support of the new service offering
- Developed a playbook to build out support for 7x24 operations and a second support site for load-balancing and disaster recovery
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