"The team members that worked the project were extremely knowledgeable and we were able to implement the changes ahead of the projected schedule." - VP Customer Service financial services firm

Contact Center Solutions

Major Oak has considerable experience establishing and expanding contact centers, and also improving the operational effectiveness of existing centers. For more than 30 years, our expert team of industry-leading contact center professionals has helped hundreds of clients ranging from 20 to over 30,000 seats. Our focus in the contact center is on improving the customer experience, while reducing costs.

Our contact center expertise has deep roots in each of the following areas:

Operational disciplines

  • Conditional routing and skill design
  • Performance management methodologies and practices
  • Organizational design / span of control
  • Capacity utilization
  • Benchmark comparison and best practice analysis (leaders and staff / internal and external)
  • Quality management
  • Activity-based modeling
  • Service delivery model and cost benefit analysis
  • Business analytics
  • Reporting and metrics
  • Web chat and alternate channels
  • Chat concurrency modeling and design
  • Customer Satisfaction (CSAT)
  • Scheduling
  • Floor management
  • Agent productivity
  • Workflow

Call center technology

  • Infrastructure
  • Network and internal call routing strategies
  • Multi-skilling
  • Call and work blending
  • IT design
  • Telecommunications hardware
  • Voice and data networks
  • Back end systems
  • Software applications
  • VoIP communications
  • ACDs and IVRs
  • Speech / data / text analytics
  • Customer relationship management (CRM)
  • Workforce management (WFM) and workforce optimization (WFO)
  • Data warehousing
  • Knowledge management systems
  • Quality management (QM)

We have assembled an expert team of contact center professionals that are passionate about helping clients improve contact center operations and ultimately the customer experience. No matter what your challenge is, our team of experts can help.