Strategy

At Marathon Partners, we have been helping organizations navigate a variety of strategic planning initiatives for 20+ years. Strategy efforts can take many forms. It could be outsourcing or insourcing call center operations or parts of the back office operation or perhaps moving toward a national centralized operating model. Regardless of the strategic vision or thinking, sound and fundamental operational disciplines need to be applied to seamlessly pull off large-scale change of this nature. Marathon’s considerable experience in optimizing existing contact center and back office operations has proven invaluable to many executives as they navigate these tricky waters.

 

Below are examples of the techniques we use supporting strategic initiatives:

 

• Strategic visioning

• Organizational alignment

• Customer experience mapping

• Staff planning and capacity modeling

• Operational and organizational design

• Technology roadmap

• Governance and evergreen process (KMS and IVR for example)

• Continuous improvement and management discipline

• Process redesign

 

Read Case Study (PDF)

 

Read Case Study (PDF)

 

Read Case Study (PDF)