The Problems We Solve

Today’s contact centers grapple with the extreme pressures of retaining skilled agents, managing and resolving the ever-increasing customer contact volumes across diverse channels, and modernizing and optimizing your contact center technology estate and processes to glean actionable insights and enhance operational efficiencies.

Our solutions tackle these intertwined challenges head-on, bringing innovation to your CXM program with meaningful and measurable business impact.

Transform Challenges into Opportunities

Choosing the right partner is crucial when elevating your CXM to deliver meaningful and measurable business results. With its unique blend of strategy and tactics, CX JS Consulting stands out as a capable and reliable choice.

At CX JS Consulting, we believe in the power of collaboration. We work hand-in-hand with our clients to design solutions that elevate your CXM to a new level of maturity, ensuring that your CX program’s evolution is in sync with your business objectives.

We use a “teach to fish” client partnership approach to redefine your business-as-usual CXM program into a revenue, profit, efficiency, and customer satisfaction powerhouse.

We offer solutions for the contact center’s three most pressing problems:

Agent Retention Optimization

Improve your EX to improve your CX.

Transform your approach to contact center employee wellness and organizational culture with Agent Retention Optimization using a patented predictive behavioral analytics engine. Gain intricate insights into individual motivation levels, the likelihood of unplanned absence, and potential resignations, enabling proactive intervention and long-term retention strategies. 

What if you could foresee agent burnout, churn, unplanned absences, and resignations and empower your leaders to prolong the tenure of your contact center staff?

The cost of personnel losses is staggering, but even a slight employment extension saves organizations millions.

Our Agent Retention Optimization offering leverages data from your existing Workforce Management (WFM) and other platforms within the contact center. Our patented behavioral analytics engine pinpoints the critical moments that matter most to your contact center employees. This invaluable insight seamlessly integrates into your existing dashboards and equips your leaders with the necessary information for proactive intervention and swift action.

Rest assured, all data input into our patented behavioral analytics engine is anonymized, secured, and compliant, seamlessly aligning with your current agent WFM methods.

Empower your junior leaders within the contact center to lead empathetically, enhancing the employee experience and extending agent employment while driving productivity to new heights.

how it works

Our patented behavioral analytics engine identifies critical moments for your contact center employees, seamlessly integrating invaluable insights into your existing dashboards. This data empowers your contact center leaders to take proactive and empathetic action to prolong agent employment and increase productivity.

key features

Burnout & Attrition Indicator: This indicator predicts agent burnout weeks in advance and suggests proactive measures to prevent attrition, saving up to $35,000 per replacement.

Boost Agent Engagement: Prioritize agent well-being with strategies like training, wellness breaks, and flexible schedules, revitalizing your team and improving customer service quality.

Integrated Insights: Draw and connect insights from your existing ACD and WFM systems’ data, providing supervisors with intuitive, highly visual dashboards for remedial action and empathic leadership.

our value-added

This solution can transform your contact center agent employee wellness approach, especially for remote teams.

Empower leaders at all levels with predictive awareness and proactive leadership that can interdict agent burnout, unscheduled absences, and churn with a solution prioritizing employee wellness and

Extending the employment of your existing agents by weeks, months, or years can reduce the costs of losing experienced agents, recruiting, hiring, onboarding, and retaining new staff.

Our Methodology

Our Agent Optimization solution can be up and running in 120 days or less and provide a measurable and meaningful ROI within six months.

Customer Contact Optimization

Not every interaction in customer contact is equally valuable for the customer or your business. 

Our Customer Contact Optimization solution goes beyond deflecting or containing contact volumes. It uncovers the valuable and the irritating interactions and guides strategic action on where and how contacts should be eliminated, simplified, digitized, automated, or leveraged for deeper customer relationships.

Our cross-functional methodology doesn’t just stop at identifying contact intents; it meticulously examines contact handling costs and downstream expenses. Through root cause analysis, a compelling business case for change is crafted that benefits your business and your customers.

how it works

We use the Value-Irritant Methodology, a proven approach for rethinking the workload in the Contact Center. We partner with clients throughout the three phases of this solution and work ourselves out of a job using a “teach to fish” philosophy that creates a new business-as-usual for our clients.

key features

Customer-Centered Approach: Unlike approaches that only deflect or contain contact volumes, our 

methodology prioritizes an outside-in perspective by identifying and using your customer’s intents for contacting you. Intents incorporate the human sentiment of what is valued and what is irritating, enabling strategic action aligned with business imperatives.

Enables Strategic Action: Our Value-Irritant Methodology provides a disciplined process for aligning customer intents to strategic actions that eliminate, simplify, digitize, or automate contact processes. This approach ensures that efforts are prioritized for tangible business outcomes anchored in customer needs.

Root Cause Analysis: Our cross-functional methodology meticulously examines contact handling and downstream costs by intent and strategic action, crafting a compelling business case for change that benefits your business and its customers.

our value-added

By taking this new approach to their CXM programs, our clients have reduced agent-assisted contact rates by 20-40% annually while simultaneously improving customer adoption of digital channels, improving first contact resolution, and eliminating the need for customer contact by attacking root causes.

Our Methodology

We help customers adopt a new business as usual by harnessing their data to find impactful CX projects built around customer contact intents. The Customer Contact Optimization solution can be up and running in 180 days and deliver a sustainable impact and ROI within twelve months.

CX Data Optimization assessment

Unlock the potential of your contact center by optimizing both experiential (X) and operational (O) data. Our CX Data Optimization Assessment combines disparate systems, enabling improved customer experience (CX), operational efficiency, and cost avoidance.

Too often, data is siloed, limiting its use for actionable insights.

Our assessment integrates and evaluates your contact center systems and workforce management (WFM) tools to drive transformative outcomes, such as contact containment, improved First-Contact Resolution, and where to employ Gen AI for overall contact center optimization.

By assessing your current architecture (Now) and aligning with your aspirational plans (Where), we generate bespoke recommendations on (How) to optimize your existing tools and embrace new technologies that drive transformation.

how it works

Our CX Data Optimization Assessment follows a structured, four-pronged approach. Through comprehensive evaluations across people, processes, and technology, we help you uncover opportunities for data integration, operational efficiency, and enhanced contact center performance.

We assess your current architecture, align it with future goals, and provide a tailored roadmap for actionable improvements, including where to apply GenAI solutions and optimize workforce management.

key features

Organizational Assessment: We help you drive improvements in critical areas such as staffing, schedule adherence, training, and quality assurance, ensuring your workforce is well-aligned to achieve superior CX outcomes. By applying contact center data and advanced analytics, we unlock efficiencies directly contributing to cost avoidance.

Customer Contact Analysis: We uncover vital issues impacting call handling efficiency and customer satisfaction by breaking down calls into critical segments, such as customer identification, service delivery, and after-call work (ACW). We document technology usage, call processing issues, and opportunities for data integration that support First-Contact Resolution.

Technology Assessment: We meticulously evaluate your contact center systems, including Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), ACD, IVR, and WFM platforms. This includes direct call observations, management interviews, and statistical analysis for a holistic view of your operations.

Now-Where-How Roadmap: Our proprietary Now-Where-How roadmap evaluates your current technology (Now), aligns with your future objectives (Where), and provides actionable steps (How) to optimize your contact center’s operational efficiency and support a broader CXM transformation.

our value-added

We approach contact center data optimization through a parallel analysis of four key areas: organizational structure, contact analysis, technology application, and statistical data. This holistic assessment helps you:

Uncover gaps in technology implementation and data integration and highlight areas for immediate improvement.

Improve workforce management by aligning scheduling, training, and quality assurance with industry best practices, enhancing First-Contact Resolution and customer satisfaction.

Streamline processes and better utilize your existing CCaaS and UCaaS investments to increase operational efficiency and reduce costs.

Our recommendations provide insights into improving Agent Retention and Customer Contact Optimization, setting the foundation for a more resilient, data-driven customer service operation.

Our Methodology

Our proven, technology-agnostic approach focuses on delivering tangible business outcomes through data-driven decision-making. We work alongside your team, leveraging detailed contact analysis, technology assessments, and statistical analysis to create a tailored roadmap for contact center optimization. This methodology ensures sustainable improvements in operational efficiency and delivers a measurable return on investment (ROI) for your contact center.

By integrating disconnected data silos and applying advanced analytics, we help you unlock the potential of your contact center to drive superior customer experience, operational efficiency, and cost-effective solutions for contact containment and performance improvement.