Our Process

Structure + Experience + Accountability

Empowering Your Agents To Deliver

The impact a poorly crafted customer experience can have on an organization is devastating to the bottom line. We believe the customer-to-agent experience should be enhanced by technology, not hampered by it. The right contact center technologies should make the agents ability to service your clients easier and more dynamic. Ensuring this has never been more critical and our process has this belief at its core.

Procuring Technology & Operational Solutions Has Never Been Easier

We Have Refined Our Process Over 25 Years

Our teams brings together the critical elements of a partnership to ensure you see the value in trusting us on this journey. The vendors know that when you become a CX Consulting Partners client you are bringing on a team whose process and experience will hold them accountable to what they do and say they do.

A Process Is Nothing Without The Experience To Back It Up

Sourcing New Vendors For Your Critical Support Services Is Hard. Our Process Can Help.

Defining Our Scope

In every project there are roles and responsibilities that should be defined clearly so you can move forward with clear expectations. Our SOW process outlines your goals, our tasks and will be that guideline for our relationship. We are a team and this part of the process establishes that and alerts the vendors that you are a CX Consulting Partners’ member company.

Current / Future State Planning

This is more than simple discovery. We work with your teams to assess your current environment & uncover areas of deficiency along with places your team is excelling. Each team member, from the agents through the C-Suite, are involved to make sure we have the right engagement and input to decide on a path forward and align our goals.

Strategic Procurement

From the agreement on areas of improvement, to the development of an RFP and Customized Demonstration Use Cases all the way through contracting, pricing negotiations and SOW customization our team is with you. This stage is the outline of the entire agreement with the vendor and needs to be buttoned up to avoid buyers remorse.

Implementation Support

Having us involved takes months off the project. We sit on your side of the table and work to make sure everyone is pulling their weight and pushing the project forward. We even have the ability to take over implementation management with our team.

Optimization

Once you are up and running, there is a constant need for fine-tuning and optimization of the platform.. Our team will work with you to ensure that the solution is supported and when the inevitable hand-off from sales to account management happens with the vendor we are your consistent partner & advocate. Vendors know you are CX Consulting Partners’ customer.

Technology Roadmapping

Our team will make sure that you are introduced to newer technologies, vendors and capabilities so that you are constantly ahead of the curve. No solution can be everything our model ensures you are never behind, and you are constantly learning.

Our Clients Are Our Success

Our clients have placed their trust in us and that has allowed for us to become an Inc 5000 Fastest Growing Company in the United States for two years.