Redesign how work gets done — roles, workflows, and accountability structures aligned to modern service expectations and AI-enabled operations. Grounded in your AI readiness findings, not generic best practices.
Book a Scoping CallWeeks — collaborative engagement with your ops and CX teams
Levels engaged — program sponsor, operations team, leadership readout
Human role redesign — augmentation vs. automation, defined clearly
Target operating model — from current state to future state
Organizations preparing to scale, modernize, or introduce AI where the people and process structures haven't kept up. Typically involves a program sponsor at CX or operations leadership level who assembles the right internal resources — ops leads, team managers, and subject matter experts — to provide inputs. The final readout includes senior leadership.
Most contact centers struggle not because of the tools, but because roles, workflows, and incentives are misaligned with what those tools need to work. Agents doing work that should be automated. Automation attempted on processes that were never documented. AI deployed without defining who owns the decision when the AI is wrong. This engagement fixes the structural issues that make everything else harder.
CatalystOS™ connects the workforce design to the readiness signals from your AI & Data Readiness assessment. It models how changes to roles, routing, and skill structure affect cost-to-serve and service quality — and flags where proposed changes make assumptions that the readiness data doesn't yet support.
When AI is part of the future operating model — and it usually is — CatalystOS™ integrates the automation feasibility findings directly into the workforce design. The result: a target operating model that is built for both what humans will do and what AI will handle, defined precisely.
Every CatalystOS™ output is labeled by confidence tier — you always know what is evidence-based versus assumed.
Workforce redesign and strategic roadmap work are often run in parallel — they inform each other. And when AI deployment follows, the operating model work is what makes it stick.
No pitch. No pressure. We'll tell you whether this engagement fits your situation — and if it doesn't, we'll tell you that too.