CONTACT CENTER CONSULTING & SOLUTIONS

Our contact center consultants work with you to improve your contact center operations.

Merlin Data Management provides contact center consulting services that focus on your people and processes. Our dedicated contact center consultants bring years of call center experience and extensive volumes of metrics and benchmark data, making them ideal for your contact center or back-office goals. Simply put, Merlin Data Management helps you win. Since 2007, our contact and call center consulting services have worked to:

  • Enhance Customer Experience and Customer Loyalty

  • Optimize Workforce Management, Contact Center Technology, and Automation

  • Improve Customer Experience through Journey Mapping & Benchmarking

  • Customized Training Curriculums for all Contact Center Audiences

  • Fine-Tune Customer Interaction and Increase Service Levels

  • Increase Profitability through Call Center Performance Management

Fill out the form to request information on any of these options.

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knowledge management for call center

Assessment & Implementation

Deploying an onsite, in-person methodology combined with virtual discovery methods and years of industry experience, our consultants gather the facts about your operation to give a clear picture of your current state and areas of improvement opportunities.

call center training

Call Center Training Solutions

Our trainers customize learning to fit your team using proven tools, benchmarks, and best practices. Whether teaching your call center agents or training your trainers, Merlin Data Management provides a roadmap to bring out the best in your workforce.

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Operations as a Service

Whether you’re considering outsourcing or vendor selection, a merger or acquisition, or process improvement, our call center consultants work by your side to fulfill your initiatives. We help you transform your call center operation into best-in-class.

Employee Retention and Engagement

Staff Augmentation

We provide staffing for every department and position within your contact center. Our people will not only drive success in any area you choose, but they also give you the skills, processes, and platforms needed to thrive in the future.

Trusted by the World’s Leading Companies

Contact Center Solutions Tailored to Optimize Your Operations

call center agent

Call Center Training Solutions

We provide customized call center training, coaching, tools, and best practices for call center leaders. We teach more efficient problem-solving techniques and teamwork methodologies. We also offer call center professional certification courses in Business Process Management, Sigma, and Data Science for improving contact center operations.

call center training

Workforce Management

Whether Merlin Data Management helps with training and tools or we provide Workforce as a Service, your contact center will benefit both today and in the future. The Merlin Data Management team has been selected from the world’s elite Workforce Management professionals.

customer experience journey mapping

Customer Journey Mapping

Uncover opportunities within your contact center process with this one-of-a-kind visual tool that merges customer experience journey mapping and employee experience into one view while calling out optimization opportunities.

call center quality monitoring and reporting

Performance Management & Process Optimization

We embed with your team and work alongside you to discover the root causes of your successes and challenges. We recommend and help you implement process improvements that elevate your call center to a world-class level.

Employee Retention and Engagement

Vendor Selection & Management

We perform due diligence on BPOs to provide informed decisions on call center vendor selection and management. We also help with contracts and ongoing monitoring to ensure the company you hire provides the level of service you expect.

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Knowledge Management Solutions

Effortlessly manage the entire lifecycle of knowledge with our intuitive and advanced UI. Improve your First Call Resolution, Average Handling Time. Decrease transfers and time spent on hold. Watch your customer satisfaction rocket.

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Experts Deliver Significant Savings Opportunities

50-percent

Reduction in Training Time

99%

Service Level

88%

Quality Assurance

40%

Increase in Productivity Rate

113%

Increase in YTD Volume Handled

60%

Improvement in Error Rate

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Experts Deliver Significant Savings Opportunities

50-percent

Reduction in Training Time

99%

Service Level

88%

Quality Assurance

40%

Increase in Productivity Rate

113%

Increase in YTD Volume Handled

60%

Improvement in Error Rate

What our clients are saying

Merlin Data Management has provided our organization with a fresh set of eyes. Their expertise from various industries has allowed us to make better decisions as we steer our company into the future.
MERCEDES-BENZ USA, LLC

I enjoy my partnership with Merlin Data Management because they take the time to learn and understand my business, which makes their recommendations and overall products very effective.
BLUE CROSS BLUE SHIELD OF TENNESSEE

We partnered with Merlin Data Management to create a vendor strategy, build long and short-term forecast models, migrate to a CCaaS vendor, and reclaim ownership of our customer data. Our team is excited about the data they now have access to.
DELTA FAUCET COMPANY

Why Choose Merlin Data Management?

The Company

Founded in 2007, Merlin Data Management provides best-in-class contact center performance management solutions to cross-industry clients across the globe. That’s 15+ years of leadership in the customer service and contact center space, with a proven track record in enabling CX transformations, strong financials, and a commitment to R&D investment and innovation. We are not a consulting firm. We are an enablement firm. Instead of referring to us as their "Consulting Partner," our clients refer to us as part of their team.

The People

Our contact center consultants all have extensive call center backgrounds. But what sets them apart is that they care and want you to win. They pride themselves on accuracy and work hard for quality. They are there when you need them because they understand your situation and want to help.

Our approach is driven by our belief in the importance of strong partnerships and passion for empowering clients with customized strategies and ongoing support. By prioritizing enablement over consultation, we help you become more efficient, productive, and proactive. We deliver a sustainable path to significant improvements and unprecedented contact center performance, supporting your long-term development and goals.

The Guarantee

Merlin Data Management guarantees a 3x return on your investment with us.* That’s how confident we are in our data-driven improvements for your contact center. We don’t guess. And neither should you. Makes it a no-brainer, right?

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*Merlin Data Management provides a risk-free approach by guaranteeing either increased revenue and/or reduced operational cost equal to or greater than our fee. If not, you get a full refund. Complete confidence in our proprietary process and data analysis, in combination with our quick hits, long-term initiatives, and rapid results allows us to offer this money-back guarantee. Since our inception in 2007, we have never failed to self-fund all engagements. Certain products and services are excluded. Conditions apply. Contact us for details.

EXPERIENCE THE DIFFERENCE TODAY

Elevate Your Organization’s Performance with Proven Strategies and Contact Center Solutions.