Contact Center Optimization 

AmberLeaf makes Contact Centers more effective. We examine new techniques and initiatives for agent productivity and customer satisfaction as well as evaluate supporting tools that optimize profitability and productivity.

Our Contact Center Optimization offering leverages the following approach:

Evaluate the Current Situation
An AmberLeaf Contact Center Assessment™ returns a quick, in-depth analysis of a Contact Center’s operations. It identifies targeted opportunities to reduce operational costs and improve customer satisfaction. Assessments are completed within very short timelines and offer recommendations to optimize:

• Agent Occupancy
• Average Handle Time
• After Call Work
• Off-Phone Work
• Queue Time
• Customer Satisfaction
• Desktop Technologies
• Analytical Solutions
• Telephony Technologies

As a result of the assessment, a list of “Quick Fixes” and long term initiatives with associated Return on Investment are identified, and when reviewed, are prioritized into a Contact Service Strategic Roadmap™.

Optimize Contact Handling Utilizing the results of the Assessment, a company can schedule the initiatives in the Roadmap. As each initiative progresses through the project phases of Design, Build, Test and Deploy, the projected Return on Investment will be continuously measured and refined. Key Performance Indicators measured include Occupancy, Average Handle Time, Abandon Rate and Customer Satisfaction. Call monitoring will identify areas of improvement in agent behavior.

Select and Leverage Contact Center Tools
Identifying and selecting initiatives on the Roadmap which focus on improvements to the tools used in the Contact Center will result in increased productivity and profitability. As each initiative progresses through the project phases, the projected Return on Investment can be continuously measured and refined.