Consulting Services

Piercetech saves our clients millions of dollars each year via innovative solutions that increase sales, streamline operations, improve service, and drive bottom-line results. Our strategic consulting services, coupled with optional full implementation and project management support, assure our clients of on-time, on-budget delivery with ROI's that are measured in months, not years, while Piercetech's holistic approach takes all elements of your business into consideration to provide balanced solutions without any unforeseen conflicts down the road.

Following is a brief sample of the services Piercetech provides:


  • Evaluate operations, processes, culture and goals as an inter-related whole
  • Leverage existing technology for optimum performance
  • Implement custom developed and integrated solutions, such as agent desktops
  • Lower Average Handle Times                                                                                          
  • Increase self-service utilization
  • Develop custom tailored metrics, providing easy to use actionable information
  • Implement Human Capital Management programs
  • Maximize workforce optimization                                                  
  • Provide complete project management                                                                                          
  • And more

Whether you require a strategic architectural roadmap, creation and integration services, process implementation or software development to achieve your business goals, Piercetech is ready to serve you.

Piercetech principals have 20 years' experience in contact center consulting, optimization, custom development and integration services. We can work autonomously or in conjunction with your IT department. Piercetech's service delivery offerings are flexible; solutions deployed can be turnkey, which include all elements of a project - assess, design, develop, implement and support – or any one or combination of those elements.

Two Types of Assessments

Depending on a client's needs and situation, a Piercetech consulting engagement will begin in either of two types of assessments:

This short duration assessment is used identify the processes, procedures, and technology insufficiencies that are having the most negative impact on a company's customer facing operations and technology. [ more ]
This detailed assessments providing specific recommendations and designs from which a project can be implemented are utilized when a client: knows specific root causes that need to analyzed and corrected; is launching into a new area (for example, line of business, a center move or addition) or as follow-on to a Quick-hit assessment. [ more ]