Contact Center Performance
Transform your contact center to provide the best customer experience and position yourself to be future-ready today.
Maximize Your Contact Center Performance
Cornerstone takes a holistic approach to performance improvement ensuring alignment between the organization’s long-term goals and the unique intricacies of the contact center processes, staffing, and technology. Together with our knowledge of industry best practices and the data in our Performance Vault, Cornerstone delivers a comprehensive Opportunity Roadmap focused on near- and long-term process improvements and practical recommendations to transform the customer experience and drive revenue generation.
System Selection and Implementation
The right technology lays the groundwork for a future-ready, high-performing contact center. Leveraging Cornerstone’s hands-on experience and proven approach, we help establish key criteria for vendor RFPs and provide an objective framework to guide the vendor evaluation and selection process. Using the Cornerstone Contract Vault™ and financial models, we work to negotiate the best contract terms and pricing. Upon selection, Cornerstone provides guidance and oversight to ensure the implementation stays on track and projected efficiencies and other goals are achieved.
Performance and Stress Testing
An influx of calls due to growth, news of the latest security breach, or an unplanned technology outage can overload a contact center and provide a negative customer experience. Cornerstone Advisors can help prevent this by designing various scenarios to test an institution’s contact center capacity and identify operational weaknesses and performance bottlenecks. Cornerstone’s staffing optimization model is built on a foundation of proprietary peer benchmark data and customized with both the organization’s current and future state metrics and goals in mind.
After a merger is announced, the swift evaluation and integration of contact center operations are critical. Cornerstone’s proven framework and playbook assess the current state of the two organizations and identify the optimal path to integration and future readiness. Our rigorous assessment of workflows, technologies, and processes paves the way for a successful integration strategy and ensures that operational objectives are achieved and disruption to the customer experience is minimized.
Customer Experience Assessment
The goal is to deliver “best-in-class” service to account holders at every interaction – but do financial institutions know what customers experience when they call? Cornerstone Advisors’ Customer Experience Assessment provides a detailed customer journey map, identifying areas for improvement, and outlines an action plan to better the customer experience. These improvements lead to higher share-of-wallet, improved customer satisfaction ratings, and ultimately increase revenue without additional investments in marketing or sales efforts.
With digital self-service options at their fingertips, customers can quickly handle a wide array of basic needs on their own. As a result, contact centers are expected to respond to increasingly complex inquiries across a variety of interaction channels—positioning contact center representatives as the “human voice behind digital transformation.” Cornerstone works closely with clients to optimize processes, people, and technology to deliver an excellent customer experience and drive future readiness.
Meet the Team
Ryan Brogan specializes in performance improvement and benchmarking at Cornerstone Advisors with a key focus in contact centers and lending.View profile
As co-leader of Cornerstone Advisors’ Strategy and Execution Practice, Eric Weikart shows banks and credit unions how to use peer View profile
Daryl Jones puts his strong performance and process improvement background to work at Cornerstone, where he manages the Mortgage Lending View profile
Jim Burson brings to his role as managing director in Cornerstone Advisors’ Channels practice a deep knowledge of the financial View profile
Thomas Milillo specializes in performance, process improvement, and lending at Cornerstone Advisors. Thomas helps clients achieve greater efficiency and profitability View profile
As a director in Cornerstone Advisors’ Strategy and Execution practice, Michael Rempel specializes in lending solutions and works on aView profile