We guide teams through contact center transitions and IT programs
If you have been burned before by transformation programs or if you need fresh eyes to overcome obstacles, we are here to help.
When it comes to contact center solutions, leaders traditionally have two choices – the technology companies who create the software, and the large consulting companies who have their own process that may, or may not, fit with their culture and requirements. The Blue Orbit difference lies in our customized integration of technology and process – whether it’s troubleshooting and optimizing what’s already in place or creating strategic transformations of your workforce and workflow to deliver outstanding customer interactions every time.
We have a passion for incredible customer and employee experiences
These are indelibly linked together – through people, process, and platforms.
People
- CUSTOMER AND EMPLOYEE EXPERIENCE
Customers and employees are inextricably linked in creating experiences together. How we worked with a North American industrial supply organization to improve their email response times - BUSINESS PROCESS OUTSOURCING (BPO) SELECTION, IMPLEMENTATION AND MANAGEMENT
When it comes to labor, having multiple options at your disposal to meet your customer’s needs is critical. How we helped a national healthcare insurance organization standardize their contractual and operational protocols - LEADERSHIP AND AGILE COACHING
Interested in the benefits of agile methodology both within IT and beyond? We are focused practitioners of agile and adapt it a client’s culture, context and goals whenever it makes sense. How our work helped a global consumer packaged goods organization through an agile transformation
Process
- TRANSFORMATION AND CHANGE MANAGEMENT
Transformation and change management is more than having a plan and communicating it – it takes leadership, understanding, ingenuity and an ability to see and resolve issues from multiple points of view.
How our work helped a rapidly growing technology services firm to transform and succeed - TRAINING, QUALITY ASSURANCE AND KNOWLEDGE MANAGEMENT
Your people need to have the tools, knowledge and coaching to deliver for your customers.
How we worked with a North American client on re-aligning their quality assurance program - BUSINESS PROCESS DESIGN
Process sets the path for the experience that customers should have and that employees should drive.
How we designed a process for a regional medical practice’s contact center launch
Platforms
- CONTACT CENTER OPERATIONS AND TECHNOLOGIES
This is where technology meets results and return on investment. You may have the technology already or want to shop around – we help you optimize what you have and design the process to deliver the experience your customers and employees need.
How we worked with a national meal delivery organization to handle customer contacts faster and more effectively - IT AND NETWORK OPERATIONS TRANSITIONS
Whether you’re a tight operation on a streamlined set of platforms or a complicated organization resulting from dozens of acquisitions, we specialize in the program management required to standardize architecture and transition platforms and providers.
How our work created a global blueprint for a leading technology organization - PROGRAM AND PROJECT MANAGEMENT
Complex implementations benefit from strong strategic thinking, quick adjustments to changes in circumstance, and effective collaboration.
How we managed multiple partners, organizations and providers to deliver a North American network transformation