ContactScope was founded based on the simple premise that your organization knows your customers, your environment, and your business processes best.
As an outside consultancy, we are able to provide the industry knowledge, technical expertise, tools, methodologies and structured approach to enable you to take your customer experience to the next level but we have structured our services and delivery methodologies to maximize collaboration and knowledge sharing with our clients.
This simple premise forms the foundation on which all of our services are built and guides all facets of our client engagements.
We believe that this approach yields numerous benefits to our clients including the following:
- People are naturally more inclined to accept and take ownership of findings, recommendations, and solutions that they participate in developing. We believe that by collaborating with our client’s teams and personnel we can prevent and/or overcome passive-aggressive behaviors that can otherwise cause delays or even completely derail a project.
- Knowledge transfer is enhanced by allowing your personnel to utilize our tools and methodologies for data gathering, data analysis, benchmarking, vendor selection, design and other services. This knowledge will be put to good use once a solution has been implemented by ensuring your team’s ability to manage, maintain, and continually improve the solution over time. The methodologies and tools can also be used to address other opportunities in other parts of the organization.
- Costs will be reduced by utilizing a more efficient consultative approach that focuses on the use of structured, proven, and repeatable methodologies executed in collaboration with our clients.
In addition, we have deep knowledge and expertise in virtually every facet of contact center and customer experience design/optimization gained through over 25 years of hands-on experience across a wide variety of industries and markets. We have the technical, business process and operational knowledge to ensure your project’s success.