Real-World Solutions to Real-World Problems
Through the Contact Center Roadmap, Mindsight consultants take time to understand your business goals, to learn how the contact center fits in with those goals, and to chart an achievable roadmap to meet them. With a contact center roadmap—and our help—we can increase your net promoter score (NPS), improve customer satisfaction, drive revenue growth, and strengthen team satisfaction within budgetary means.
Four Service Areas of a Contact Center Roadmap
The Contact Center Roadmap is a versatile service. Whether preparing the contact center to roll out a new mobile app, performing a contact center overhaul, or just fine-tuning certain processes, the Mindsight consultants are ready to help.
Though we are happy to work with you on a specific project, the Contact Center Roadmap is generally used in one of four areas:
Business Process Improvements
In any given day, the contact center must process an enormous amount of calls and customer data. The more efficiently the contact center can organize this information, the more productive the contact center will be overall. A roadmap can be used to analyze the existing processes in your contact center to identify opportunities to streamline procedures and cut gridlock.
Contact Center Systems and Tools
The technology working behind the scenes as well as front and center in your contact center is crucial to business success. Mindsight can recommend and deploy new technologies to address persistent challenges or to open up new opportunities in your customer experience.
Custom Applications and Integrations
Not every application is perfectly suited to your needs right out of the box. Sometimes a 3rd party integration or even a custom application is necessary to meet your needs. Mindsight has a custom development team on staff who can perform these integrations or developments as part of a Contact Center Roadmap.Learn More
Offload the management or maintenance responsibilities of your contact center technology to the engineers at Mindsight. Our team can offer 24/7 alert monitoring or even complete administration of your environment.Learn More
Cisco Unified Contact Center Enterprise Authorized Technology Provider (UCCE ATP)
Mindsight is equipped to sell and deploy the enterprise-level contact/call center platform from Cisco. Only a handful of technology partners in the Chicago area and 28 nationally have earned the necessary certification work with UCCE.
Cisco Master Collaboration Specialist
The Master Collaboration Specialist certification is given to technology partners who demonstrate a thorough understanding of Cisco collaboration technology. Whether WebEx, Spark, or other tools, Mindsight has proven to be experts with these solutions.
Mindsight maintains a close working relationship with Genesys and has a deep understanding of their contact center solutions. PureCloud, PureConnect, or PureEngage are all well-suited to a wide variety of industries and contact centers, and Mindsight has the experience to deploy them in your environment.
Ebooks and White Papers
Happier Agents, Happier Customers
A happy contact center team is essential to good customer service. Learn how to improve your team’s job satisfaction and retain your top talent.
Call Center Strategy 101
The contact center has changed over the last ten years. Learn the fundamentals essential to success in the 21st century in our free ebook.
Call Center Strategy 102
Social media has a lot of different facets to keep organized. This ebook will show how marketing and the contact center can work together to make your social media strategy clear, effective, and organized.
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