基石 takes a holistic approach to performance improvement ensuring alignment between the organization’s long-term goals and the unique intricacies of the contact center 流程, 人员配备, 和技术. Together with our knowledge of industry best practices and the data in our 性能 Vault, 基石 delivers a comprehensive Opportunity Roadmap focused on near- and longterm process improvements and practical recommendations to transform the customer experience and drive revenue generation.

The right technology lays the groundwork for a future-ready, high performing contact center. Leveraging 基石’s hands-on experience and proven approach, we help establish key criteria for vendor RFPs and provide an objective framework to guide the vendor evaluation and selection process. 使用基石 Contract Vault™和财务模型, 优发国际手机版致力于协商最佳的合同条款和价格. 在选择, 基石 provides guidance and oversight to ensure the implementation stays on track and projected efficiencies and other goals are achieved.‌

由于增长，大量电话涌入, 最新的安全漏洞新闻, or an unplanned technology outage can overload a contact center and provide a negative customer experience. 基石 Advisors can help prevent this by designing various scenarios to test an institution’s contact center capacity and identify operational weaknesses and performance bottlenecks. 基石’s 人员配备 optimization model is built on a foundation of proprietary peer benchmark data and customized with both the organization’s current and future state metrics and goals in mind.