Contact Centre Consulting

Our Customer Innovations consultancy practice offers a broad skill set and industry expertise for call centre managers. The ProtoCall One Customer Innovations team provides innovative contact centre propositions, consultancy and training around strategy, optimisation, multi-channel communications and social media.

We bring a wealth of consultancy experience covering all aspects of people, process, technology and customer experience management. There really isn't a contact centre issue that we haven't seen and solved before. With a strong focus on helping clients to achieve excellence, we have been judges for the European Contact Centre Awards since 2007.

We recognise that what customers now want from consultants are two things – innovation and solutions - help in designing and delivering improvements to contact centres that give a Return on Investment that could not otherwise be achieved.

ProtoCall One consultancy services

We offer a range of consultancy services:

Operational design consultancy – focusing on helping customers to achieve a step-change in the operational performance in their call centres - whether that is to reduce costs, increase contact centre effectiveness or improve technology ROI
Training – we offer a range of call centre training courses for Genesys users plus an innovative new service called Live Manual™ which helps clients achieve best practice results from their contact centre technology
Workforce Management deployments - applicable to Genesys Workforce Management where we use our professional services to help new clients to configure and rollout their Workforce Management tools
Social media strategy and services – a development untapped in the contact centre market which creates a proposition to monitor and respond to social media in the contact centre