Services for Contact Centers

The Robert E. Nolan Company offers specialized consulting services and our proprietary Nolan Navigator tool to help our clients achieve optimum contact center performance. Some of the services we provide are:

Job Design and Skill Sets

With 35 years of management consulting experience, the Robert E. Nolan Company understands job design and the significant impact it can have on contact center design and operation. Our consultants work with your team to understand your service model, and we review job responsibilities and individual skill sets for contact center staff. We then compare those with jobs in closely-related processing areas to determine the most effective contact center job design.

Workflow Redesign

We help your contact center managers optimize productivity by evaluating and managing workflow. This is a two-part effort that uses root cause analysis to reduce call volumes and process redesign to improve call and non-call workflow. Workflow redesign can extend beyond the contact center to ensure an efficient interface between processing teams and customer contact teams.

Workforce Management

Nolan can help you manage your contact center workforce more effectively. We offer a unique combination of management practices and a streamlined tool, Nolan Navigator, to help your workforce deliver excellent service while remaining productive as call volumes vary. Learn more.

Performance Metrics

Our consultants have extensive performance measurement experience and understand key service, quality, and productivity metrics that are needed for phone and non-phone work. We evaluate existing measures and create additional measures as appropriate to suit your service environment. The result is a comprehensive dashboard plus individual measures for maintaining optimum contact center effectiveness.