Contact Center Operational Assessment
kx² has extensive experience in contact center formulation and optimization. We are capable of providing a full operational assessment to provide your organization with a comprehensive and holistic review and analysis of your call center. These assessment typically covers the following areas: organizational alignment, customer strategy, recruiting, on-boarding, training, quality assurance, performance management, coaching, workforce management, knowledge management, systems (ACD, WFM, IVR, QA, KM, etc.), employee engagement, customer feedback, and process improvement.
Contact Center People and Processes
With years of experience with multi-country, multi-product, and multi-lingual contact centers, we help your organization optimize your call center return on investment. Our team advises our clients on personnel decisions such as organizational structure, recruitment and retention, training, rewards, coaching and performance reviews. Through a structured approach, we guide clients on operational improvements on workforce management, forecasting, call flows, and KPI management.
Contact Center Technologies and Regulation
kx² will guide your organization on the best telephony solution, whether on-premise or in the cloud. We are well versed in setup and implementation of open source technologies for PBX and high-volume dialer solutions. Our team will guide you on the best mix of technology to optimize your business processes while keeping up with FCC, TCPA, and CRTC regulations.
- SoftwareFusionPBX, Vicidial, Five9,