Aligned with Swampfox’s Intelligent Customer Experience (ICE), transformation practice, the NextGen Contact Center Workshop is our most comprehensive consulting engagement. It includes our Customer Experience Review & Journey Mapping and Contact Center Financial Review along with a robust, interactive Business Discovery, market focused Benchmark Analysis and thorough technical infrastructure analysis. Ultimately, through this initiative, you will gain insight and clarity for overall Contact Center performance, customer experience, agent experience, WFO/WFM practices and financial health. Of equal importance, we will provide recommendations to improve the alignment and execution of your Contact Center to the organization business goals and strategic direction.