Contact Center Consulting and Hosted Speech Analytics

 

  • Functional Director Operational Oversight- Elections Canada for the 42nd General Election Public Enquiries Unit Call Centres
  • Transformation and migration plan(s) to Shared Services Hosted Contact Center Solution (HCCS) for public sector client(s)
  • Speech (Contact) Analytics startup and operational plan
  • Operational Reviews: Federal Government and High Tech
  • Subject Matter Expert in Contact (Speech) Analytics for CRA
  • RFI Development for CRA
  • RFP Detailed Business Requirements for Workforce Management and Speech Analytics for HCCS Federal Government. 
  • Voice of the Customer Program development for large high-tech private sector and public sector
  • Customer experience roadmap development for Government and private sector large high-tech
  • RFP answering as SME for private sector customer
  • RFP evaluation for private and public sector clients
  • WFM business requirements analysis and development for public sector client
  • Contact Center Consolidation Plan development for public sector client