Optimization Services

Our professional services team have a wealth of knowledge across a variety of areas of operation.

Enhance Your Customer Experience and Optimize Your Business Processes

You already know that EPIC partners with the leading providers of contact center technology. But what truly sets us apart is the industry-leading expertise we pride ourselves on having. Our professional services team have a wealth of knowledge across a variety of mission critical areas of operation, and utilize that knowledge to optimize your business processes, improve your customer and agent experience, and increase your ROI so you can focus on what you do best – running and growing your business.

IVR & Self Service

What if you were able to clone your top performing agents and duplicate them throughout your contact center? Imagine the increased potential! We consider your IVR to be your “top agent” – it takes more calls than all other agents combined, never takes a break or a day off, and does exactly what you tell it to do every single time. If your top agent is not as streamlined and efficient as it can be, your customer experience will suffer, creating retention and satisfaction issues.

Our consultants will explore the depths of your business and will redesign your customer experience from the ground up, utilizing industry-leading best practices. Along the way, we will uncover and identify opportunities for internal process improvement. At the conclusion of this engagement, you will be presented with custom-designed call flows covering every possible interaction “from A to Z” that takes place in your IVR. In addition, you will receive a detailed comprehensive final report outlining our findings and associated recommendations to align your operation with industry-leading best practices.

Customer Satisfaction and Retention

Successful feedback programs require more than simply deploying customer satisfaction surveys. Truly improving your metrics, enhancing your brand loyalty, and improving your revenue stream involves in-depth planning, implementation, and proactive follow-up.

Our consultants will not only develop your surveys utilizing industry-leading best practices to ensure reliable and actionable results; we’ll also fully design your Customer Response Program to ensure you are ready to proactively respond to specific scenarios turning a negative interaction into a positive, increasing satisfaction and revenue. At the conclusion of this engagement, you will be presented with custom-designed multi-channel surveys (as appropriate), as well as a customized step-by-step plan to implement a successful Customer Response Program into your organization.

Speech Analytics

As a cutting-edge contact center, steering your business based on customer feedback is critical for success. These strategic decisions are best made by gathering and analyzing data from daily customer interactions in order to act proactively, utilizing the information to:

  • Enhance customer loyalty
  • Leverage new revenue opportunities
  • Increase process efficiencies
  • Enhance self-service operations
  • Improve first call resolution

Our consultants will provide you with the knowledge and best practices in order to utilize your data to affect positive change throughout your entire enterprise. At the conclusion of this engagement, you will receive a comprehensive report detailing industry-leading best practices, as well as a customized category and utterance list strategically designed for your success.

WFM Staffing Models

Is your WFM platform being utilized appropriately for your business? Over or under scheduling can cost you big – not just in hard costs, but intangible costs as well.

While understaffing can lead to dissatisfied employees resulting in high turnover, overstaffing can result in similar issues, creating a financial burden while agents sit waiting for the next call. Agents also become bored when underutilized, creating a retention problem due to lack of job satisfaction.

Our RapidCheck will enable our WFM experts to work with you and your team to ensure your staffing models meet your business needs, and that you are utilizing the WFM functionality that makes sense for your business.

WFM Processes

You’ve acquired a great tool to help you with staff planning and scheduling, but are you really gaining all the efficiency you could from automating your Workforce Management Solution? ROI and efficiency are the primary reasons many companies automated their WFM Solution, but often the WFM Solution never achieves the expected ROI. Some of the reasons this occurs can be due to:

  • Inexperienced WFM Team
  • Company culture
  • Perceived inequities
  • Fear of change
  • Outmoded processes

Let our WFM experts help you and your team to analyze your current processes, scheduling rules, and staffing models to maximize your WFM Solution. Our proven, four phased process will provide you with the knowledge you need to make informed decisions on your processes and drive improvements in your contact center.

“EPIC is a great team to work with. They have helped our customers implement and optimize inContact to meet on-going business objectives.”

Corporate Account Executive, inContact

Take the First Step: Get a Quote Today

Bill Pieper, President
25+ Years’ Experience

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