Your customers are demanding the flexibility to engage your organization they way they want and need to, on their terms and in the channel they select. Unfortunately, most organizations don't have the technology or business processes needed to support that vision.
Unifying the customer experience across voice, web, mobile and other omni-channel points of contact is a complex task for any organization. Identifying and selecting the right technologies, implementing the training and change management required for coordination, modernizing workforce management and introducing automation all require a thoughtful strategy and focused implementation for success.
Yates works with contact center, business and IT leaders to develop and align the contact center vision, identify and source the right technology and service partners, execute comprehensive change management, optimize the workforce, and implement the right governance for realizing long-term customer experience benefits.
Yates is an IT consultancy that partners with senior executives to create the strategy, blue prints, financial mechanisms and execution plans to drive and achieve transformation. Our clients gain measurable cost savings, new capabilities, and the ability to outperform their competition.
Achieving full potential in the marketplace involves all aspects of the corporation: capabilities and liabilities, culture and politics, communications between executives and the workforce, service delivery, business performance and operational ability. Navigating and prioritizing these elements, and identifying the right levers to pull to achieve change, is a complex challenge. We deliver the expertise, process, risk mitigation and resources to accelerate transformation success.
Yates is a WBENC certified business