01. Data-Driven
Our project methodologies are based on gathering and analyzing data to identify and quantify opportunities for improvement in CX operations. In design and implementation projects, we place a strong emphasis on ensuring that systems and processes are designed to enable effective reporting and management in order to validate performance and enable on-going improvements to operations.
02. Professional
Our service delivery model is based on fielding exceptionally talented personnel who have deep knowledge of and extensive experience with the systems and solutions utilized by our clients. These personnel are guided by methodologies and practices that have been honed through over 25 years of experience in the contact center and customer experience space across a variety of industries and market segments.
03. Collaborative
People are naturally more inclined to take ownership of solutions that they had a hand in creating. To this end, we strive to engage our client’s teams in each phase of our projects beginning with data gathering and analysis and continuing through final design and implementation. This approach serves to not only increase ownership of the solution but also ensures that the client is better positioned to manage the solution post-implementation.
Who We Are
Founded in 1999 and re-branded as ContactScope in 2018, we specialize in designing and delivering solutions to meet the needs of companies seeking to improve the quality and consistency of services they provide to their customer base. With over 25 years of experience in Contact Center design, optimization, and integration we have both the experience and expertise to identify and address opportunities to optimize your company’s Customer Experience. Most importantly, our services and delivery methodologies are specifically and purposely designed to engage our clients and their teams in a collaborative manner which we believe fosters ownership and acceptance of the solution. This, in turn, will help to ensure that our clients have the ability to manage and maintain solutions effectively long after the implementation is over.
Work with our clients to ensure that their contact center operations are designed and implemented to fully meet the needs and expectations of the company’s customers while ensuring that they also support the client’s need to control costs and both identify and adapt to changing customer demands.
Project Types by Percent of Revenue (Annual)
- Infrastructure and Application Design and Implementation 50%
- Contact Center Performance Optimization 35%
- Customer Experience Design / Reporting & Analytics 15%
Features
What We Do Best
Performance Analysis
Identify and quantify opportunities to enhance customer experience and improve operational efficiency
Contact Center Design & Optimization
Identify and address opportunities to improve agent utilization and customer experience
Customer Lifecycle / Journey Mapping
Understand and optimize customer touchpoints and channel utilization at all stages of the customer lifecycle
Vendor Selection
Select the best vendor or vendor mix to meet both current and future CX needs and expectations
Solution Design
Ensure that all systems, applications, and processes are properly designed to meet performance expectations
Reporting and Analytics Optimization
Optimize infrastructure and reporting/analytics tools to ensure performance is properly managed throughout the enterprise
Our Clients
Trusted by Top Companies Around the Globe
Get In Touch
15 Paradise Plaza Sarasota, FL 34239
info@contactscope.com