Consulting Practice Areas
A client-focused and collaborative consulting firm established in 2007, our associated consultants have helped dozens of organizations in multiple industries improve strategy, engagement, operations, agent performance, tools, technology and infrastructure in their contact centers.
This practice helps clients to annually establish and articulate a clear vision, values and objectives as a basis for developing a workable strategic plan, usually for a 2-4 year period. The plan lays out how to best support the current assets, define the primary and secondary requirements, and best leverage existing talent, tools, and technologies to help achieve the organization's desired results.
Engagement is the key today to delivering a customer experience that is productive for both the customer and the organization.
This practice performs on-site reviews, delivers recommendations and uses program management during implementation to improve the contact centers' telephony and related infrastructure. Triadic looks at all critical components, network design, tools and resources required of contact center agents & users. Triadic also can assess current contracts, maintenance and support agreements.
The Operations, Finance & Analytics practice helps clients with the complexities of deploying and optimizing a contact center; from site selection to design, build-out, all the way through deployment and improving the operations.
Triadic also assists its clients through the process of vendor vetting and selection. The time, effort, and expense required to select a vendor can be daunting, and without knowledge of the process, mistakes are made, deployments get delayed, and success is jeopardized. Triadic plays a key role in supporting our clients every step of the way, from development of an RFP, vendor vetting, and ultimately, selection and management.
Triadic helps clients through operational effectiveness by identifying improvement areas within the spectrum of contact center operations: training, sales/service model, rewards & recognition, compensation and performance management. Triadic uses a 3-phased approach to improving performance: 1) Challenge the status quo and implement changes for immediate improvement. 2) Provide training, coaching, and behavior model success. 3) Protect program investments and sustain improvements. The practice works closely with operations leadership to identify executable tactics which support the strategic plan.