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Cost optimization

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Boost agent effectiveness and drive process excellence

How can you ensure your customer service operations are firing on all cylinders? Empowering agents with the right tools and knowledge and improving process efficiency are key.

Use our cross domain CX expertise and next-gen solutions to understand where to focus agents, how to empower them, and which processes to redesign.

Our holistic solutions span the entire spectrum–from hiring and training fit-for-purpose agents to empowering them with real time insights and automating workflows.

#ResultsMatter

Financial Services Company

$1+Bn
Projected annual savings

Home Delivery Food Retailer

80%
Reduction in new hire training time

US Health Plan

75%
Reduction in manual processing time

Top National Bank

20%-30%
Reduction in average wait time

Insights from 100 executive interviews in collaboration with Nelson Hall
Download the whitepaper

How we do it​

Contact center optimization is a continual improvement process. It requires businesses to fine tune both the customer experience (CX) as well as the employee experience (EX). To achieve this, we focus on five critical areas.

Targeted hiring
Technology Tools & Accelerators
  • Automated hiring and screening
  • AI-driven candidate concierge
  • Custom personality assessment
  • Language proficiency screening
  • Domain and soft skill training
Outcomes Delivered
  • Fit for purpose agents to ensure highest levels of service delivery
Training and upskilling
Technology Tools & Accelerators
  • Micro competency framework
  • Modular training
  • Feedback-driven agent coaching
  • Agent scorecards and insights
  • Automated QA and compliance assurance
Outcomes Delivered
  • Skilled agents benefiting from ongoing, personalized learning experiences
Process Augmentation
Technology Tools & Accelerators
  • As-is and future state process mapping
  • Lean Six Sigma approach
  • Process improvement
  • Analytics-driven real time workforce management and optimization
Outcomes Delivered
  • Optimized contact center workflows and resource allocation
RPA & Intelligent Automation
Technology Tools & Accelerators
  • AI-driven agent knowledgebase
  • Live agent guidance
  • Next-best actions
  • Real time service alerts
  • After call work automation
Outcomes Delivered
  • Real time intelligence to boost agent performance and satisfaction
Agent empowerment
Technology Tools & Accelerators
  • Evaluation, prioritization, and automation of workflows
  • Seamless integration of systems
  • Intelligent Automation for complex data recognition and processing
Outcomes Delivered
  • Employees can focus on high value interactions while bots handle routine, mundane tasks, and accelerate efficiency

Focus on agent health & wellness​

We believe in caring for our agents beyond work, so they can deliver positive customer experiences every day. We do this by creating a healthy and safe working environment, monitoring employee wellness, deploying wellness interventions and initiatives, and providing access to a variety of critical resources, including self-help content and 24/7 access to clinical expertise.

Explore our services

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Digital CX
A powerful blend of digital support pathways, analytics, and the human touch, to meet your customers where they are.
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Resolution Centered CX
Digital and hybrid CX solutions designed to help your customers quickly get the answers and the resolution they need.
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Analytics & Consulting
Data-driven strategies and customer-centric engagement to elevate the CX across the journey and boost brand loyalty.

Why clients choose us

Awards & recognition

We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX

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