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Process / IT Consultant for Call Center

ITECHii is the leading industry expert for improving contact center operations. With real-world solutions led by a team of senior consultants and subject matter experts, we help guide our clients to improve customer experiences and strengthen business results.

No matter your center’s challenges and strategic initiatives, ITECHii is ready to partner with you to map out the next best course for elevating your center’s performance and your team’s effectiveness. We recognize that contact center solutions are only as relevant as the challenges they help solve. This is precisely why ITECHii considers every client situation from an objective, client-focused perspective. Whether clients know exactly which solutions they need, or have more of an interest in assessing their current environment against industry best practice, ITECHii is committed to identifying the best possible solution for each situation.

Customize and automate phone calls for any of your needs. Voicent Auto Dialer is your simple solution to outbound sales, telemarketing, and smart dialing.

Do you have a specific challenge like workforce management optimization, quality monitoring and/or operational concerns? ITECHii Advisor Series enables customers to gain access to an incisive and practical action plan that empowers centers to make changes quickly and efficiently.

A full operational assessment provides customers with a comprehensive and holistic review and analysis of your call center, and typically covers the following areas: organizational alignment, customer access strategy, recruiting/hiring, on-boarding/training, quality assurance, performance management/coaching, workforce management, knowledge management, systems (ACD, WFM, IVR, QA, KM, etc.), employee feedback/engagement, customer feedback, process improvement and self-service.

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