Design a Solution that Achieves Operational Efficiencies and Improves Customer Experience

Assess your current performance and develop a plan to hit your targets, whatever they may be.

Expertise and Best Practices Make all the Difference

If you’re like most contact center executives, you’re wondering how your contact center is actually doing.  How do I stack up against industry best practices?  What areas need improvement?  How can I improve efficiency?  How do I minimize attrition? EPIC can not only answer those questions, we will work with you to make the solutions a reality.  

Assessments That Show Strengths & Weaknesses

We will conduct a deep analysis of your current business processes and technologies to form the basis for any recommendations.  This typically starts with an assessment and feasibility study to identify each organization’s unique business challenges, service goals, and budget requirements. As any contact center executive knows, it’s a balancing act. What’s the smartest path forward?

Building a Business Case

Based on the baseline findings, the gaps and areas for improvement become clear.  Whether our recommendation is to streamline call flows, augment your contact center with AI, workforce optimization, or omnichannel, or something else, we’ll share the business case and financial impact so you can see the ROI before you make any decisions.  We then design a customized plan to optimize performance, solve your specific challenges, and increase operational efficiency. 


Experts on Your Team

We tackle your challenges with a collaborative, results-focused approach.  In essence, we become part of your team.  Our approach not only minimizes disruption during the engagement, but ensures that we achieve your business objectives….together.


“EPIC Connections was swift to recognize dysfunction within our operations team and make recommendations to repurpose roles into strategic focus areas, which has led to an increase in operational efficiencies and potential savings.”

– Stacey Jo Bonenberger, Vice President, America’s IFM Shared Services Director, JLL


Get started architecting a world-class contact center operation today!

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