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The Contact Center Heroes Without Capes

The Contact Center Heroes Without Capes

/ Current Issue, Strategy, Planning, People, Development
The Contact Center Heroes Without Capes

How working effectively with consultants can help drive success.

Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that can hinge on a single interaction.

Enter the heroes without capes: contact center consultants. These specialized professionals are armed with the expertise and knowledge to transform average contact centers into lean, mean, customer satisfaction machines.

They come equipped with a portfolio of the latest technologies, strategies for pushing customer satisfaction ratings off the charts, and insights into how not to become the next cautionary meme on social media.

Yet, as with any outside agent team-up, the chemistry is vital. The decision to bring in a consultant is as critical as choosing between a latte and an espresso on a sluggish Monday morning: both can perk you up, but one might do the job a little better.

Contact center consultants...are experienced coaches in the customer service world.

This article explores the nuanced role of contact center consultants and the art of choosing the right one. Why would you decide to bring one in? Aside from the allure of possibly having your own operational guru, the real draw lies in their potential to revolutionize your customer service operations.

But beware, not all consultants wear their capes the same way. The goal of our discussion will be to prove the importance of carefully selecting a consultant whose toolkit and vision align with your organization’s goals, empowering you to make a decision that can lead to unparalleled efficiency and customer satisfaction.

But what exactly does a contact center consultant do besides looking sharp in their blazers and wielding impressive PowerPoint skills?

The Role

Contact center consultants are not just consultants; they are experienced coaches in the customer service world. They are, for the most part, wise, experienced, and capable of building a great playbook of data analytics and strategic insights to transform contact center operations.

Consultants...understand that the heart of any contact center is its people.

What sets them apart is their unique blend of skills, from technological prowess to tactical responses and practices. These masters of the workplace offer more than just advice; they provide tailored solutions designed to enhance every facet of a contact center’s operations.

Areas of Focus

  • Technology Integration. Navigating new technology feels daunting but contact center consultants are your trusted guides. Their broad vendor knowledge separates genuine innovations from costly extras, ensuring your investments boost efficiency without breaking the bank. They’re your safeguard against overcharging, making tech upgrades a no-brainer.
  • For example, according to Gartner, by 2025, customer service organizations that embed AI (artificial intelligence) in their customer engagement platform will elevate operational efficiency by 25%. Consultants can help you achieve strong results from crucial AI investments.
  • Customer Journey Optimization. With years of sharpened expertise, contact center consultants excel at refining customer journeys.
  • They meticulously identify and smooth out any friction points while amplifying positive interactions, ensuring every step on the customer path is designed for satisfaction and loyalty.
  • Consultants’ strategic insights turn good customer experiences (CXs) into exceptional ones, setting your service apart in a crowded market. According to a Forbes study, companies with superior CX bring in 5.7 times more revenue than competitors that have yet to keep up with CX trends.
  • Streamlining for Peak Performance. Contact center consultants wield the know-how to dissect and refine your operational processes, transforming potential stumbling blocks into smooth highways of efficiency.
  • By auditing your current practices and metrics, consultants pinpoint areas ripe for improvement, trimming the fat and upgrading your operation’s agility.
  • As another example, according to ICMI, implementing cloud-based contact center solutions can lead to an average operational cost reduction of 15-40%. This efficiency gain stems from cloud technologies’ scalability and flexibility. Consultants can help lift your contact center to the cloud smoothly.
  • Staff Training. Consultants don’t just look at the hardware and software; they understand that the heart of any contact center is its people. They provide training and development programs tailored to elevate the skills of staff members, transforming them into customer service pros who are as empathetic as they are efficient.
  • Proper training for call center agents is critical for organizations’ success as it can increase job satisfaction, reduce staff turnover, and improve customer satisfaction.
  • Strategic Planning. Consultants should focus on more than just the day-to-day. They’re the visionaries who help plot the long-term course, ensuring that the contact center’s strategy aligns with broader business goals.
  • Consultants ensure that the contact center isn’t just reacting to today’s challenges but is prepared to face tomorrow’s opportunities head-on. A well-documented call center strategy leads to better training, smoother interactions, and faster resolutions, resulting in a happier customer base.

The role of a contact center consultant is a multiple hat-wearing gig, reflecting insights across the spectrum of contact center operations. They are part strategist, technologist, part trainer, and part efficiency expert: all rolled into one.

Working with a contact center consultant is like having a guardian angel for your operations.

The goal? Ensure that the contact center is not just a cost center but a cornerstone of customer satisfaction and loyalty.

The Benefits

As we work our way into contact center management, the allure of working with consultants becomes increasingly apparent. These expert coaches carry playbooks filled with industry secrets and share the knowledge to transform ordinary operations into exceptional customer service platforms.

A. Expertise and Specialized Knowledge

Consultants are like the seasoned chefs of the contact center world; they’ve tasted every flavor and know just the ingredients to make your operations Michelin-star worthy. Their expertise spans:

Industry-Specific Knowledge and Best Practices. Their extensive experience brings a treasure trove of insights, from reducing call handle times without sacrificing quality to increasing first-call resolution rates.

Technological Savvy. They’ve played with every toy in the tech box and know which ones are worth your dime. Whether you’re looking to integrate AI, move to a cloud-based platform, or enhance your omnichannel presence, they have the map to navigate this complex landscape.

B. Strategic Insights and Objectives Setting

Setting sail without a compass in the vast ocean of customer service can lead you astray. Consultants act as your North Star, guiding you towards:

Clear Objectives and Strategies. Consultants help visualize your goals, whether boosting customer satisfaction scores, reducing operational costs, or both. With a consultant, you’re not just shooting in the dark; you’re aiming with precision.

Benchmarking. Knowing where you stand in the grand scheme of things can be eye-opening. Consultants benchmark your operations against industry standards, clearly showing where improvements can be made.

C. Efficiency and Productivity Enhancement

The path to a more efficient and productive contact center is fraught with obstacles. Consultants pave the way by:

Streamlining Operations. They meticulously review your processes, identify bottlenecks and inefficiencies, and recommend strategies to make your operations lean and mean.

Technological Implementations. From automating mundane tasks to deploying sophisticated analytics for better decision-making, they ensure technology serves as your ally, not your adversary.

D. Employee Training and Development

Behind every thriving contact center is a team of empowered agents. Consultants focus on:

Tailored Training Programs. Recognizing that one size doesn’t fit all, consultants develop customized training programs that address the specific needs of your agents, elevating their skills and confidence.

Engagement and Retention Strategies. Happy agents mean happy customers. Consultants advise on strategies to keep your team engaged and motivated, reducing turnover and fostering a culture of excellence.

Working with a contact center consultant is like having a guardian angel for your operations. They bring a mix of expertise, strategic insight, and a keen eye for efficiency and development, all designed to ensure your contact center not only survives but thrives in the competitive landscape of customer service.


Engaging with a contact center consultant offers numerous advantages, but it has challenges. Here’s a practical guide to navigating potential obstacles:

A. Cost Implications

Cost-Benefit Analysis. Hiring a consultant is an investment. Like any financial decision, weighing the potential benefits against the costs is essential.

Will the consultant bring enough value to justify their fee? It’s about finding that balance where the consultancy fees align with the expected improvements and ROI.

Budgeting for Consultancy Fees. Understanding and planning the financial aspects of hiring a consultant is crucial. It is something that should be written out and contracted so neither party involved is caught off guard at the end of the project.

B. Risk of Mismatched Expectations

Ensuring Clarity. Clear communication of objectives, expectations, and deliverables from the beginning is essential to avoid misunderstandings. It’s important to have a shared understanding of what success looks like for the project.

Ongoing Communication and Feedback. Regular check-ins and updates are vital to keep the project on track. Continuous feedback ensures that misalignments can be corrected early, avoiding more significant issues.

C. Dependence on External Expertise

Balancing External Insights with Internal Knowledge. While consultants bring valuable external perspectives, they must not become overly dependent on them. Balancing their insights with your organization’s internal knowledge ensures sustainability beyond the consultancy period.

Strategies to Mitigate Overdependence. Developing internal capabilities, ensuring knowledge transfer, and setting clear boundaries for the consultant’s role can help mitigate the risk of becoming too reliant on external expertise.

Navigating these challenges requires a proactive approach, clear communication, careful planning, and strategic balance between external and internal resources.

Selecting The Right Hero

Selecting the right contact center consultant is pivotal to the success of your operational enhancements and strategic initiatives. This choice can significantly impact your contact center’s growth and efficiency trajectory.

We will now outline vital criteria and best practices to ensure a fruitful collaboration with your chosen consultant.

A. Crafting the Right Alliance

Experience, Reputation, and Track Record. Proven experience and a contact center industry-infused track record are essential in choosing the right consultant.

Look for consultants who are transparent about their past projects and successes. A willingness to connect you with previous clients for references speaks volumes about their confidence in the quality of their work and their commitment to transparency.

This openness allows you to gauge firsthand the impact of their consultancy and the satisfaction of their clients.

Alignment with the Company’s Culture and Values. The consultant’s methods and ethos must resonate with your organization’s culture. This alignment ensures that the strategies recommended will be effectively integrated and embraced within your team, leading to more sustainable improvements.

B. Best Practices in Consultant Engagement

Setting Clear Goals and Performance Metrics. Clearly defined objectives and metrics are foundational for a productive consultancy. These benchmarks guide the engagement and facilitate a tangible evaluation of the consultant’s contributions to your operations.

Establishing a Timeline and Milestones. A detailed timeline with specific milestones is critical for maintaining momentum and ensuring accountability. It helps both parties monitor progress and make necessary adjustments promptly, keeping the project aligned with its goals.

C. Ensuring a Productive Partnership

Developing a Collaborative Working Relationship is Key. A successful engagement is built on open communication and mutual respect. This environment encourages the free exchange of ideas and constructive feedback, vital for achieving the desired outcomes.

You are leveraging the consultant’s expertise while fostering internal capability building. Maximizing the consultant’s expertise while also focusing on transferring knowledge to your internal team is crucial.

This approach addresses immediate challenges and equips your team with the skills and understanding to maintain and build upon the improvements made, ensuring long-term benefits from the consultancy.

By incorporating these considerations into the selection process, organizations can make more informed decisions. This leads to a partnership that addresses immediate operational needs and contributes to the organization’s ongoing growth and success.

Going Forward

In the fast-evolving customer service landscape, contact center consultants emerge as pivotal allies, guiding organizations toward operational excellence and superior CXs.

Their expertise spans technological implementations, CX enhancements, operational efficiencies, and strategic planning, making them invaluable in navigating the complexities of the modern contact center.

...the journey with a consultant [involves] careful navigation of costs, expectations, and the delicate balance of internal and external expertise.

However, the decision to bring in a consultant is not without its considerations. The benefits of engaging with contact center consultants are great, offering access to specialized knowledge, strategic insights, enhanced productivity, and dedicated training programs.

These experts bring a wealth of experience and an objective perspective that can illuminate pathways to innovation and improvement not readily visible from within an organization. From optimizing technology to fostering a motivated and skilled workforce, consultants drive contact centers toward their goals.

Yet the journey with a consultant is nuanced, involving careful navigation of costs, expectations, and the delicate balance of internal and external expertise.

The selection process demands scrutiny, seeking consultants who showcase a solid track record and a transparent approach and align with an organization’s culture and values.

Establishing clear goals, maintaining open lines of communication, and fostering a collaborative relationship are essential steps in ensuring a fruitful partnership.

This symbiotic engagement allows leveraging the consultant’s insights while building internal capabilities, providing the organization is ready for continuous improvement beyond the consultancy period.

In conclusion, contact center consultants offer a strategic advantage in the quest for customer service excellence. Their role transcends mere advice, embedding deep within the organization’s fabric to drive meaningful change.

These consultants’ careful selection and management underscore a commitment to meeting and exceeding customers’ dynamic needs and expectations.

As contact centers grapple with the demands of digital transformation and heightened customer expectations, the strategic value of consultants in steering these complex waters cannot be overstated. Their guidance is a pathway to resolving present challenges and a beacon toward future innovation and success.

Shane Devitt

Shane Devitt

Shane Devitt is a Partner and Lead Consultant at ContactCenterPRO Consulting, boasting a rich background in communications from Minnesota. With hands-on experience in contact centers and advanced tech systems, he's evolved into an industry respected consultant leading ContactCenterPRO in AI & ML Strategy.

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