Call Centers/CRM
Service-to-the-Citizen and world class customer service have become the hallmark of twenty first century government and leading corporations. To support this service improvement, Noblis has assisted government agencies and private sector organizations in the deployment and operation of their call center and help desk operations. Noblis’ call center expertise encompasses the entire call center life cycle for both technical and operational elements including:
- Strategic planning
- Design of systems and workflow
- Procurement of systems and services
- Implementation support including project management, testing, and training
- Operations assessment and performance evaluation
In its IP Call Center Laboratory, Noblis researches emerging call center technologies, evaluates the functionality and maturity of web-enabled and voice-over-IP products, and performs modeling and analyses of complex call center operations. As an independent, conflict-of-interest free organization, Noblis is able to provide a wide range of services to organizations that want to enhance their call center operations as well as to those that are evaluating the need or return on investment for a call center or help desk.
