Who This Is For

Organizations preparing to scale, modernize, or introduce new service models that require changes to how work is structured and delivered.

What This Service Solves

Many contact centers struggle not because of tools, but because roles, workflows, and incentives are misaligned with modern service expectations.

This engagement redesigns how work gets done to support efficiency, consistency, and improved customer and employee experience.

How CatalystOS™ Is Used

CatalystOS™ is used to map current and future operating models, test role and workflow changes, and identify dependencies between workforce design, demand, and performance outcomes.

What You Receive

• Target operating model aligned to service and experience goals
• Role clarity and responsibility definitions
• Workforce and capacity considerations tied to demand
• Identified changes required to support scalability and automation

What Happens Next

Outputs often inform phased implementation, workforce planning, enablement initiatives, and supporting technology or process changes.