We offer contact center consulting services to improve service delivery systems that are dependent upon contact center operations. Driving customer retention and loyalty is the system's contribution to the strategic goals of any organization.
We strive to become the partner of choice for a select clientele who understand the value of the customer experience and are committed to providing service as a key contributor to their competitive advantage.

We provide the bench strength required to build and improve our client's business.

HCG leverages a core group of senior professionals who represent the best in contact center operations and service delivery expertise. We offer service operations expertise in diverse industries and applications. Surrounding this core group is a consortium of company-certified consultants in technology and human resources to complete a round table of the seasoned skills needed to effectively address our client's challenges.

Latest Posts

The Highest Bidder

  • November 13, 2013

Offering a bid system to agents for schedules, holiday hours or vacations is appealing to contact center and workforce managers. The bid processes supports systematic assignment and allows agents to h...

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ICMI’s CC Demo 2013

  • October 29, 2013

CC Demo in Atlanta was a great place for contact center professionals to be last week. I was honored to present a pre-conference session on using quality tools to help make decisions. As a group, we d...

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