Strategy & Vision
Setting the right strategic course relies on two key elements: defining the destination and understanding where your organization is today. With you and your team, we will clarify your organization’s strategic objectives and refine them based on Singola’s best practices.
We then conduct an in-depth operational assessment that provides detailed analysis and recommendations for performance improvement. This review evaluates the effectiveness of your current technology applications, management systems, performance metrics, and business processes, including:
Agent performance
Quality monitoring
IVR and call routing design
Workforce management
Analytics and reporting
With a clear view of both the destination and our starting point, we develop your customized roadmap to drive technology, people, and process changes.
From the Singola Blog
Change Leadership
Realizing the strategic vision is only possible with a robust change leadership process. The Singola method delivers on 3 key aspects of cultural change management to ensure a successful implementation and ongoing execution:
Leadership Alignment
We drive unity in vision and objectives among executive leadership and top-level managers. While everyone will likely recognize challenges to achieve these objectives, they must agree on the destination. Singola both aids in defining the destination and drives buy-in from individual leaders.Governance Structure
We establish a cross-functional governance structure that incorporates all teams that influence or are impacted by contact center operations. Our method provides a great balance between executive oversight and operational efficiency. A strong governance structure also ensures that course corrections are handled quickly and collaboratively.Accountability Framework
As the saying goes “if you can’t measure it, then you can’t manage it.” We use a mixture of measurement tools to instill accountability at every level of the organization. Dashboards indicate the status and performance of individual contact center agents at a given moment. Scorecards display progress toward strategic goals over time. Reports organize and present underlying performance data to aid the discovery of new or additional insights.
