Contact Center

At Marathon Partners, we have been helping businesses optimize their contact center operations for 20+ years. Our  approach begins with the fundamental understanding that organizations should derive significant value from any change effort. We work in partnership with all levels of organization to deliver successful change.

 

We focus on the following fundamental contact center elements. In doing so we guarantee a minimum ROI of 2:1 on every contact center improvement project. We deliver, or we don’t get paid. It’s that simple.

 

• Agent training and coaching

• Workforce management

• Call routing and IVR optimization

• Quality management

• Performance management

• Management discipline

• Continuous improvement

• Agent retention and career path

• Process optimization

 

Our team has considerable experience working with leading technology solutions in the contact center ranging from WFO, WFM, QM and ACD solutions. MPC is a vendor neutral consultancy and we do not promote one technology over another.

 

 

Read Case Study (PDF)

 

Read Case Study (PDF)

 

Read Case Study (PDF)