Midwest-based company will leverage EPIC’s workforce optimization services

Omaha, NE – December 5, 2016 – EPIC Connections, Inc., a leading provider of customer experience and contact center optimization, announced today a new engagement with a Midwest-based real estate investment management and professional services company. EPIC’s client is interested in deploying an at-home agent model for their current agents, and additional agents required to support the company’s growth. To assist them in achieving their business growth projections, the client has retained EPIC to perform a Workforce Optimization RapidCheck of their current contact center. Included in this assessment will be the design of an at-home agent operating model that addresses people, process and technology necessary to support the transformation from a “brick and mortar” model.

EPIC’s client will leverage the company’s extensive experience in workforce optimization and operational effectiveness. EPIC’s veteran team of contact center professionals have deep functional backgrounds in contact center management, staff augmentation and home agent feasibility.

Commenting on the process, Bill Pieper, President of EPIC Connections, stated, “As our client enhances and expands its global contact center strategy, we are pleased to bring demonstrated solutions and expertise to enable their success. Our experienced team of contact center professionals has the knowledge to provide cost-effective and enduring solutions to improve contact center performance and customer experience while realizing returns on investments.”

For almost 15 years, EPIC has delivered contact center optimization solutions for the financial services and insurance industries. EPIC understands the challenges associated with missing and non-integrated technologies, current operating model sustainability, staffing and attrition, and cloud platform migration.

About EPIC Connections

Founded in 2003, EPIC Connections, Inc. is a global professional services company focused on delivering optimal contact center solutions and ROI for clients by engaging the best talent, at the right time, with effective tools and processes. Leveraging our extensive experience in areas such as globalization, expansion of customer communication tools, agent performance monitoring, and cloud-based technology, EPIC designs optimal solutions for its clients. With over 325 successful contact center engagements, our clients include Fortune 500 companies in healthcare, financial services, insurance, ecommerce/retail and government agencies. Based in Omaha, EPIC is a certified veteran-owned enterprise and a member of the National Veteran-Owned Business Association.

 

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Company Contacts/Media Inquiries
EPIC Connections, Inc.
David Prinz
Director of Marketing
(402) 884-4700 (ext. 203)

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