Contact Center Workshop

4 hours

Contact center employees and the customers they support expect an expedient, seamless and straightforward experience. The level of their satisfaction, for the most part, is a direct reflection of the technologies and processes in place within the contact center.

In this workshop, our experts work with your key stakeholders to discover areas of improvement, set priorities, reduce the complexity of vendor and solution selections, and ultimately, provide you with a strategic roadmap toward achieving ideal technology and business outcomes for your contact center.

What to Expect

In a technologically unbiased, interactive space, our experts will work with your team to evaluate your current state, discover opportunities for change and compare how solutions or products of interest will impact your environment.   

Workshop agendas follow our proven methodology and are tailored to your specific goals. Topics include:

  • Defining success for your contact center
  • Understanding current contact center challenges and expectations
  • Determining and evaluating contact center requirements
  • Defining business-aligned metrics
  • Contact center trends and on-premise and cloud options
  • Creating a high-level solution roadmap based on facts and findings

Goals & Objectives

Our teams will join forces in analyzing requirements, prioritizing solution features, exploring products through hands-on comparisons, and designing the right solutions to meet your organization's particular objectives.

What is a workshop?
A workshop is typically a paid engagement, supported by predefined objectives, that results in the creation of strategic project deliverables: action plan, high-level architectural design, proposal or quote for project implementation.

Who should attend?
CIOs and IT directors, contact center leaders, contact center architects or anyone associated with delivering and supporting contact center services.


You will leave this workshop with a clear understanding of the best path to optimizing the entire contact center experience. 

We'll provide your team with practical recommendations, a high-level design and prioritized plan that is tailored to your organization and business objectives.