Cases: Contact Centers
Triadic Group's consultants have helped clients with projects ranging from the most strategic work to program performance, technology evaluation, selection and implementation management.
Case 1: Global Assessment
Understanding current contact centers' strengths and limitations, identifying immediate and longer term opportunities, cost savings and improved customer experience.
A global high-tech organization with a 24/7/365 technical support desk, asked Triadic to conduct an assessment of all global operations to provide insight into how the organization can better serve its customers, how to best implement unified communications; how to better “push” knowledge and information out to support providers; how to standardize more processes; and how to help with their expansion into Social Media channels of service delivery.
Triadic conducted an extensive 2-month global assessment, reviewing all internal and outsourced vendors; all key global executives and stakeholders; key technology vendors; and spent several weeks with all users, from front-line agents, sitting side-by-side observing; to reviewing with operations management all the tools and resources at their disposal.
Triadic subsequently developed a multi-level “ecosystem” for the client that served as structure and framework for communication, coordination of services, and consistency for service delivery and escalation.
Case 2: Vision and Strategy Workshop
Setting the direction for the contact center channel.
Triadic conducted a 2-day vision and strategy workshop for a national services firm with customer service delivery and processes that were fragmented, siloed, and inconsistent across their national network of call centers. The engagement had two distinct segments:
a. Day-1: Executive Management – together we designed and develop the organization's vision for the future and the strategies for executing each objective defined by the vision.
b. Day-2: Execution Management – these key senior managers were challenged with taking the strategies and developing an executable Work Plan including tasks, activities, deliverables, timelines, resource requirements, risk assessments, and vendor requirements.
The result of these activities was the design, development, and deployment of a new 3-year vision for the organization, and a strategic direction for customer service delivery.
Case 3: Technical Implementation
Developing the contact center RFP, helping to evaluate and select the providers, and managing the deployment.
A US university with a global reach engaged Triadic to assist in the deployment of call center technology across all student support services. All services had been performed in an “office” environment with no advanced telecom technology, nor any systems designed to support customer service operations (i.e., IVR, ACD, CRM, inbound/outbound and call blending).
Triadic worked with the university to design all Business & Technical Specifications, and executed an RFP process for all vendor required products and served as the lead Technical Program management throughout the multi-phased deployment process.