We optimize your contact center budget with intelligent outsourcing, align technology with your business objectives, and stay accountable to the results. No new budget. Just a smarter allocation of the one you already have.
Your CX budget is already under pressure. There are simply no funds for new CX innovations.
We create an innovation fund within your existing budget through contact center outsourcing optimization. Our access to hidden gem mid-market BPO providers typically frees 30-50% of your existing contact center spend, sometimes over 60%, with better CX results, not worse. No new budget request. No board battle.
You have the budget, but it has strings attached. Those expectations put you, the project, and ultimately the company in a high-risk position.
Internal budgets often come with high expectations for quick returns, this is a very risky commitment to make when implementing complex AI solutions. We mitigate the risk by creating a budget through contact center outsourcing optimization. Since the budget is generated within the current spend, you eliminate the time pressure to show ROI, providing you with an expectation-free budget. This allows you to focus on improving CX rather than rushing to meet expectations for quick results or tight deadlines.
You have access to a budget but lack the time and resources to deploy technology (AI) to ensure your CX strategy’s risk-mitigated deployment.
Outsourcing has been the go-to solution to solve contact center labor issues for decades. The best of those outsourced contact centers (BPOs) have also invested in AI-powered CX technologies to augment their labor solutions. We’ll align you with the right provider who eliminates the technology learning curve and reduces your organizational risk, allowing you to unlock the AI benefits of improved CX and reduced cost. With 13 years vetting the mid-market BPO space and a shortlist we can hand you in hours, not weeks, we deliver the AI-powered outcomes you’re after without waiting for the right time to build it yourself.
Many CX strategies fail because they treat contact center labor and technology as isolated elements, missing the chance to leverage the full potential of integrated solutions. We help you unlock a clear advantage with your tailored CX Dream Path™ by combining strategic CX labor outsourcing solutions with perfect-fit technology.
A dedicated team of BPO and CX experts ready to remove the hurdles between you and exceptional CX. We evaluate your goals, pinpoint opportunities within outsourced labor and technology, and guide you to ideal CX outcomes.
A contact center veteran dedicated to finding improvement strategies through outsourcing. We have a proprietary database of 300+ vetted mid-market BPO partners, each scored on 100+ performance data points that we leverage to help you achieve improved KPI results AND significant savings.
A seasoned technologist with outsourcing experience, dedicated to finding improvement strategies through technology. This individual works closely with the CX Outsourcing Advisor to ensure the best alignment of labor and technology. We have a proprietary database of 500+ heavily vetted AI and CX technology solutions that we leverage to help you reinvest the savings and improvements delivered by outsourcing, resulting in even greater CX improvements and cost reductions.
An experienced contact center leader from our team of 20+ year CX veterans, responsible for ongoing performance monitoring and CX strategy optimization. They work alongside you and your CX Outsourcing and Technology Advisors, providing ongoing support and recommendations to ensure long-term success and sustained improvements.
This is our Vendor Management Office, and it stays in the relationship after the contract is signed. Most outsourcing doesn’t fail in the selection. It fails in the first 180 days.
We partner with leading mid-market BPO providers to reduce costs by optimizing labor, de-risk with geo-diversification, and improving key KPI performance. While changing the location of the agents is a big driver of cost reduction, that is only one of many factors.
Technology is simply the other toolbox (outsourcing is its own toolbox) under the CX Advisory umbrella. Once objectives are set we’ll work with you to determine the blend of tech and labor that optimally achieves your business objectives. Ensuring scalability to cover future needs is also key to enabling the continuous improvement model.
Many clients see significant cost reductions, typically 30 to 50 percent and sometimes over 60 percent, through optimized outsourcing. The range depends on geography, agent profile, and how much of the program moves. This is usually more than enough to fund your digital transformation. Our experts ensure you reduce costs while improving CX metrics and KPI performance.
Each client has unique needs, and our unbiased, tailored expertise helps unlock the best solutions for you. Typically aligning with the right fit BPO partner(s) in the right locations and leveraging AI-powered technologies that work in tandem with live agents are core to the overall solution.
By optimizing call center labor and tech investments, we improve CX performance while unlocking a budget for Dream State CX initiatives designed to grow revenue and achieve key outcomes.
We’re in this for the long term. As your CX Advisory partner, we start with a de-risked framework and tailor it to your unique situation. We stay with you through the implementation of each phase and indefinitely as we work with your chosen providers to continuously improve your outcomes.
Book a strategy call with us. We’ll work with you to understand your needs and discuss the potential a tailored CX Dream Path™ holds for you. There’s no cost to you. We work on a contingency model, earning only when we find you the right fit.
