Just wrapped up client we traveled over half the world for.

We found multiple locations each with differing goals, performance KPIs and very individualistic ways for reporting these numbers. In fact it was one of our findings that is sure to be impacted when our recommendations are implemented. We focused on improving efficiency and effectiveness of a global service organization that has been cobbled together over the years through acquisition and expansion. Needless to say they were multiple locations operating individually rather than as a global unit. Costs, handle time, systems used were all over the board. In fact each agent had at minimum 5 systems open and minimized at all times. Handle times varied by location and ranged from 3 minutes to 45 minutes - all dependent upon which systems they had to use for which call. We did our analysis, and made some specific recommendations to integrate as much of the databases and systems as possible into a value added "presentation layer" (really a poor description). This would serve to consolidate all data into virtually the same place and ease the searching and copying and pasting time each agent spent on each and every call. The entire savings from the global aht reduction is to be used to pay for the upgrade to a global network provided by AVAYA which will allow the client to route all channel types contacts to universal agents segmented by skill set. Cool solution, reducing costs and driving up customer experience scores.....we go from client to client the next one is a contact center that takes no calls, stay tuned..