We Deliver the Answers
(and Actions) You Need.

Where do I start with all this technology? Can we benefit from automation or AI? How do we prioritize efforts? What’s our plan? We’ve heard them all, and we’ve answered them all. Our contact center consulting services can take you from unsure to unstoppable by revealing quick wins, areas of immediate opportunity, and a long-term strategy for success. Whether it’s helping deliver a new service initiative, driving changes in the approach to customer engagement, introducing new technologies or processes, or simply rolling out new capabilities, we’ll help you get there.

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Know Your Customer Journey. Improve Your Customer Journey.

Do you know—really know—what your customer experience looks like across all touchpoints? You should. And you can. We can make that journey clear, identify areas for improvement, and map out a plan to meet future KPIs so future ROI is right on target.

Journey Mapping

Knowing everything about your customer experience journey (all decision points, pain points, etc.) is key to knowing what to keep, lose, enhance and change for a better experience.

Maturity Assessment & Audit

Do you exceed, or fall short, of your customers’ expectations? Knowing the answers (it can be both, in different areas) is vital information.

Digital Strategy & Enablement

Your customers expect a seamless experience across many digital channels. We can give it to them.

Experience Design

Our experts can design the ideal customer experience—one that will enhance customer engagement while meeting your specific business objectives.

Impact Analysis

We help identify costly areas of inefficiencies and provide recommendations to increase efficiencies through automation and other improvements to deliver financial gains.

Strategic Planning

Just as important as knowing where you want to go, is having a strategic plan to get there. A roadmap. With our experts on your side, you’ll know exactly what it will take to get there.

Discovery Assessment

Discovery Assessment

Typically conducted with key decision makers and business owners. Recommended as an initial step to any project, this two-hour virtual discussion reviews business challenges, performance metrics, existing technologies and specific business objectives. Our team will uncover areas of immediate opportunity as well as provide recommendations for additional technologies and capabilities where applicable.

Discovery Workshop

Discovery Workshop

Held onsite with major stakeholders and principal contact center management. The workshop varies from a half-day to two-day session based on the requirements and objectives of the business request. With a ‘listen first’ approach, our consultants guide the team through a collaborative journey beginning with identification of the business challenges and ending with actionable recommendations that set you on the road to success.

Impact Analysis

Impact Analysis

Waterfield Tech’s Impact Analysis engagement helps organizations address inefficiencies across the contact center and capitalize on digital transformation opportunities. We work with your team to apply a quantitative financial value to your customer experience so you can make the right decisions for the business based on the best financial outcome. This offering includes CX consulting across the entire contact center landscape.

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