Contact Center Assessment Services

Your contact center is the face of your organization.

Set your agents up for success and ensure your customer’s experience is a successful outcome every time they call your contact center. Let Cerium’s contact center consultants help you develop long-term retention and loyalty strategies based on your customer’s behavior and attributes. Discover new revenue opportunities, uncover operational inefficiencies, and improve customer experiences with a Cerium contact center assessment.

Cerium contact center assessments provide you with a 360-degree view into the strengths and weaknesses of your center. They offer practical recommendations for realizing short-term gains, as well as implementing best practices that ensure your contact center’s success over the long haul. Cerium has a wide range of assessment options that produce measurable results. We offer standard assessments as well as customized consulting engagements, tailored to meet your organization’s specific requirements. Cerium standard contact center assessment offers include:

Operational Performance Assessment
An in-depth evaluation of your overall contact center environment including organization and leadership, management and process, systems and technology, and talent management.

Standard Contact Center Assessment
A detailed evaluation of your organizations management and processes and systems and technology.

Rapid Business Assessment
A high-level overview of strategy, organization, and technology within your contact center.

Metric Assessment
A review of your contact center’s KPIs to ensure they align with your strategy and desired behaviors and performance standards.

Multi-Channel Strategy
Assistance with the development of a multichannel strategy to include a technology roadmap and experience management strategy.

Workforce Management Assessment
A review of workforce management principles and methodologies to ensure full utilization of technology and processes.

QM Program Assessment
A review of quality management program structure and technology utilization to promote desired agent behavior and productivity.

our element is communication

 

For non-emergency support requests, please click here to contact the Cerium Support Center (CSC).

Thanks for your interest in Cerium Networks. Please use this form if you have questions about our products and services and we’ll get back to you soon.

Effective communication is the essential element found in all successful business relationships. Employee productivity and customer satisfaction can rise and fall based on this key element. Cerium is in the business of taking basic business communication to new levels of collaboration with our industry-leading solutions designed to keep workers and customers engaged. So, we understand the importance of effective communication.

Related Articles

A sampling of other articles you may enjoy if you liked this one.

Contact Center Agents Key to Customer Experience
Nov 16, 2021

Companies around the world spend billions of dollars every year on technologies meant to improve the...

Read More
Evaluating the ROI of SD-WAN
Oct 4, 2021

In several recent posts, we’ve described many of the potential business benefits of SD-WAN, includ...

Read More
How SD-WAN Augments and Optimizes MPLS Connectivity
Sep 28, 2021

Cloud adoption continues to accelerate as organizations seek the very real business benefits of on-d...

Read More
For Emergency Support call: (877) 423-7486
For other support requests or to access your Cerium 1463° portal click here