Contact Center Operations Transformation

The foundation of how we transform contact centers’ operations emanates from four pillars: people, process, technology, and governance. We consider all four pillars in each engagement to ensure a holistic approach, aligning them with your organization’s strategic objectives. Additionally, we help clients implement our proven change management approach to ensure flawless execution.

Well-trained contact center employees are critical to the success of a contact center. We help you create a strategy to develop and retain top-notch employees.

• Ensure teams operate efficiently and effectively by implementing an organizational structure tailored to your business needs
• Drive faster decision making and increase overall accountability by providing well-defined roles and responsibilities and establishing a robust decision-making framework (e.., RAPID, RACI, etc.)
• Enhance overall utilization by equipping employees with the skills needed to succeed in today’s dynamic environment by bridging workforce’s current skill gap and organizational aspirations
• Optimize contact center workflows by implementing skill-based call handling for improved efficiency and customer satisfaction
• Drive retention and satisfaction by establishing an employee engagement framework

We help you develop processes to ensure your contact center runs smoothly.

• Establish a continuous improvement framework leveraging Lean Principles
• Implement optimal contact center workflows, including efficient call structures leveraging technologies like IVR and virtual assistants
• Enhance efficiency, eliminate roadblocks, and address operational pain points by redesigning current processes
• Measure contact center performance by developing a robust KPI scorecard
• Drive efficiency by establishing centers of excellence (CoEs)
• Optimize staffing levels with robust workforce management (WFM) processes
• Maintain service excellence through the development and execution of quality assurance (QA) programs
• Establish a scalable project management framework to drive initiatives
• Ensure operational resilience by creating business continuity and disaster recovery plans

Our contact center consultants can implement automation and technologies to enhance efficiency and enable customer self-service.

• Assess your contact center’s technology needs including in-depth evaluations of specific tools like IVR, telephony, and chatbots
• Implement technologies to streamline operations and encourage customer self-service including:
  ◦ Interactive voice response (IVR) to intelligent virtual assistants (IVA) powered by conversational AI
  ◦ Intelligent automation
  ◦ Telephony (call routing)
  ◦ Email management
  ◦ Chatbots and Virtual Assistants
  ◦ Predictive AI and Generative AI
  ◦ Real-time employee assistance and advanced information capture through AI-guided troubleshooters for phone and live chat
  ◦ Speech analytics
  ◦ Customer relationship management (CRM)
  ◦ In-app messaging for social media
• Share best practices for using and maintaining contact center technologies

We help you establish a framework to monitor and ensure all components of your contact center operate effectively and align with organizational goals.

• Track success, identify gaps, and drive continuous improvement by defining and monitoring the right key performance indicators (KPIs)
• Obtain actionable insights to enhance operations through benchmarking 35+ quantitative KPIs against industry peers and global best practices
• Enhance accountability and boost efficiency by implementing strong performance management/ reporting systems
• Ensure consistent service delivery, effective project execution, and proactive risk monitoring and mitigation by establishing a robust governance structure with representation from all key stakeholders
• Establish strong alignment between contact center and corporate strategy by assigning clear decision-making authorities and defining decision-making processes

Change management: We leverage our change management framework to develop a comprehensive and structured plan to help manage your people through organizational change.

We collaborate with leaders to ensure that employees have the ability to change, the desire to change, and the supporting mechanism they need to maintain the change.

We tailor projects to meet your unique needs, following a proven, phased methodology to quickly identify challenges, uncover root causes, and deliver impactful solutions. While each project is customized, most follow these key phases:

1. Current State Assessment
   We collaborate with your team to evaluate the current state, identifying key challenges and opportunities for improvement. This includes analyzing your business model, documenting pain points, and aligning on priorities through interviews and workshops.
2. Solution Design
   We design the future state by refining processes, organizational structures, and technology frameworks. This phase also includes developing performance metrics, decision frameworks, and financial models to align your resources and goals.
3. Roadmap
   We create a clear roadmap with defined milestones, workstreams, and potential risks, ensuring smooth progress through tracking systems and regular project cadences.
4. Implementation
   We provide end-to-end implementation support, including project management, change management, and training, ensuring a seamless transition from strategy to execution.

• Burnie Group brings extensive experience in optimizing contact centers and enhancing customer experiences through projects across banking, insurance, and telecommunications industries leveraging technologies like automation, AI, machine learning, and sentiment analysis
• We have deep expertise with leading contact center technology platforms, including Genesys, NICE, IEX, Avaya, Verint, AWS, Interactions, Cogito, and Intradiem
• We combine deep contact center operations expertise with our award-winning automation capabilities to transform your contact center operations. We are the first professional services firm in North America to deliver contact center automation at some of Canada’s largest contact centers
• We possess deep IVR and Routing expertise covering all aspects, including functional capabilities, optimization, design, testing, and implementation. We are contact center experts at our core and have a deep understanding of related technologies
• Our proven track record includes designing and implementing contact center systems for numerous organizations, delivering enhanced customer experience and operational efficiencies