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Bhrigus will evaluate and assess a company's existing contact center and command center processes and technology against industry best practices. The assessment will be customized to meet clients’ specific needs. An assessment will typically address a view of a firm's Contact Center environment and it will include a comparison to their future desired state. The assessment will include areas such as:

  • Contact Center Strategy
  • Workforce Management
  • Call Automation and Technology
  • Operations
  • Human Resource
  • Best Practices Analysis

The primary focus for the project includes Bhrigus identifying ways to optimize costs, increase productivity, improve customer service, reduce turnover, and improve utilization of existing resources.

It will include reviewing areas such as:

  • Organizational design
  • Forecasting and scheduling
  • Call flows, IVR utilization, speech readiness
  • Reporting needs and call management data
  • Business continuity
  • Hiring and training
  • Motivation
  • Processes and procedures
Bhrigus will provide a high-level best practices analysis including an overview of what is working well and should not be changed, along with recommendations and an implementation roadmap that clearly defines what needs to be done, and how to get there in order to improve the overall operations of the contact center.
 
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