Veterans of Contact Center Consulting

We are veterans of contact center operations across a variety of industries. And, we know the functional aspects too (sales, service, collections, tech support). But most of all, we’ve earned our stripes in hundreds of customer engagements where we’ve honed our best practices from real-world experience. We’ve seen and done it all. Unlike other consulting firms that charge a bundle to develop just a plan, EPIC takes each project all the way to the finish line. We stand side-by-side with the client until benefits and ROI have been realized.

Year Founded

Engagements

%

Average ROI

Partners

Contact Center Services

Our services are designed to create the best experience for your customers—and reduce customer effort.

Consulting

Implementation

Optimization

Outsourcing

Our Expertise: The Three Pillars of Successful Call Centers

 

People

You’ve invested time and money in your workforce management tools, but are you using them to their full potential? Decisions are only as good as the data being produced. EPIC will validate your WFO model, identify functional gaps, and provide a roadmap for success.

Process

Overlaying new technology on top of outdated operational processes can lead to headaches. EPIC will identify potential gaps in your performance management strategy and execution to improve productivity in your exisiting operation.

Technology

Does your technology perform the way you expected? Are you enjoying the cost/benefit that was calculated before deploying? EPIC will make recommendations for immediate value enhancements and build a long-term blueprint for technology success.

Is your call center falling for these common mistakes?

Overcome the top ten call center challenges with our guide

Creating and maintaining a good call center can be challenging, but it isn’t impossible. Learn to identify these top ten call center challenges to grow and improve your call center.

© 2017 EPIC Connections, Inc.