Traditional call centers are transforming into multimedia Contact Centers. The results are more complex organizational impact and technological options.. .. . ETCG is a service provider offering a full range of technology services, solutions and consulting to companies challenged by the rapidly growing telecommunications industry. Many providers are leveraging their contact center technologies to service the growing needs of their customer base while attempting to remain competitive. Accordingly, the Contact Center plays an increasingly vital and pivotal role within every organization.

Escalating customer expectations and requirements have strained traditional contact center environments by driving up complexity and costs. Due to the increase, the cost of acquiring a customer is 10 times greater than maintaining one, optimizing efficiency, staff productivity and leveraging new technologies to meet today's challenges have never been more critical.

Key Issues of Consideration:

• How can I maximize my current technologies across my enterprise?
• How can I align my business with the overall IT Strategy?
• How can I improve customer satisfaction?
• Which best practices can be applied to improve training/support?
• What can be done to optimize my contact center performance to remain competitive?

Addresses the following business issues:

• Control the factors that escalate your cost
• Identify opportunity or gap area by analyzing your contact center
• Improve customer satisfaction
• Weigh cost-efficency against other factors such as staffing, complexity, outsourcing
• Evaluate long and short-term goals