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Consulting Services

Kyōdō Solutions specializes exclusively in Contact Centers—a dynamic environment where CX, EX, WFM and operational efficiency converge.

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Rooted in the spirit of Kyōdō—collaborative partnership—our consulting services help organizations improve the systems and strategy surrounding workforce management. Many of these efforts naturally connect to or inform our core offering: TurnkeyWFM™, a fully managed, modern workforce management solution tailored to contact center needs.

Customer Experience

Exceptional customer experience is the cornerstone of contact center success. At Kyōdō Solutions, we help organizations design, measure, and optimize every customer interaction to build stronger relationships and long-term brand loyalty.

 

Our approach balances service quality with operational efficiency, ensuring positive experiences without sacrificing performance or cost control:​

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  • Quality Assurance Programs: Implement call monitoring, coaching frameworks, and performance scorecards that drive consistency and service excellence.

  • CSAT, NPS & CES Optimization: Develop strategies for tracking, analyzing, and acting on customer feedback.

  • Interaction Analytics: Leverage speech and text analytics to uncover insights and proactively address service gaps.

  • Compliance & Risk Management: Ensure customer interactions meet regulatory requirements, communication standards, and service-level agreements (SLAs) while minimizing service delivery risks.

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Employee Experience

Engaged, empowered employees are the foundation of exceptional contact center performance. At Kyōdō Solutions, we help organizations create supportive work environments where employees feel valued, motivated, and equipped to deliver outstanding service.

 

Our focus is on improving both employee satisfaction and operational results, ensuring productivity and retention without compromising experience:

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  • Onboarding & Training Programs: Design structured onboarding and continuous skill development pathways that build long-term success while ensuring compliance with training standards.

  • Coaching & Performance Management: Implement feedback loops, coaching strategies, and development frameworks that promote continuous growth and maintain performance consistency.

  • Retention & Engagement Strategies: Reduce turnover with initiatives that emphasize career growth, recognition, and employee well-being, while proactively identifying risk factors tied to disengagement.

  • Knowledge Management Systems (KMS): Ensure employees have access to accurate, up-to-date resources and tools, minimizing the risk of misinformation and enhancing decision-making.

  • Wellness & Burnout Prevention: Develop proactive strategies that support employee resilience, reduce absenteeism risk, and promote work-life balance.

Contact Center Optimization

Maximizing the performance of your contact center requires more than just meeting service levels—it's about driving efficiency, reducing costs, and delivering consistent results.

 

Kyōdō Solutions helps organizations streamline every aspect of contact center operations, balancing service quality with operational efficiency for sustainable performance improvement:

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  • Workforce Management (WFM): Enhance forecasting, scheduling, and real-time management to ensure the right resources are in place while mitigating staffing risks and service disruptions. More...

  • Reporting & Analytics: Develop data-driven insights through performance dashboards, KPI tracking, and root cause analysis, supporting informed decision-making and risk visibility.

  • Call Routing & Load Balancing: Design intelligent call flows with skills-based routing, overflow strategies, and contingency planning to minimize service level risks and ensure consistent delivery.

  • Command Center Operations: Implement real-time management strategies for incident handling, shrinkage control, and staffing adjustments to maintain operational continuity during unexpected events.

  • Financial & Cost Optimization: Implement risk-assessed budgeting strategies that balance financial efficiency with service delivery quality. Focus on resource allocation, operational budgets, and minimizing exposure to avoidable service failures.

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Technology and Automation

Empowering your contact center with the right technology can drive efficiency, reduce costs, and enhance both customer and employee experiences.

 

At Kyōdō Solutions, we specialize in modernizing contact centers with smart automation tools and scalable platforms that simplify operations while improving service quality:

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  • Interactive Voice Response (IVR) Design: Streamline call flows with optimized IVR menus for faster resolutions and improved self-service.  Read more...

  • AI and Chatbot Integration: Deploy AI-powered virtual agents and chatbots to handle routine inquiries and enhance service capacity.

  • CRM and Platform Integration: Ensure seamless data flow between contact center platforms, CRMs, and ticketing systems.

  • Automation Tools and RPA: Implement robotic process automation (RPA) to eliminate manual tasks and improve back-office efficiency.

  • Omni-Channel Enablement: Unify customer interactions across voice, chat, email, and social platforms for a cohesive experience.

Sourcing and Location

Maximizing efficiency while maintaining service quality often requires the right balance of sourcing strategies and operational location models.

 

Kyōdō Solutions helps organizations optimize where and how their contact center operations run—whether onshore, nearshore, offshore, or hybrid—ensuring the right partnerships, cost structures, and service coverage:

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  • Vendor Selection & Management: Identify, evaluate, and manage third-party vendors to align with your service and performance goals.

  • Onshore, Nearshore & Offshore Strategy: Develop tailored strategies for global site placement to balance cost, quality, and cultural alignment.

  • Hybrid Workforce Models: Design flexible models integrating remote, hybrid, and in-office operations for scalability and performance consistency.

  • Contract Design & SLAs: Structure vendor contracts with clear service level agreements (SLAs), KPIs, and performance standards.

  • Operational Transitions: Support vendor ramp-ups, ramp-downs, and site transitions while minimizing disruption and maintaining service continuity.

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Strategic Leadership

Effective leadership drives long-term success in contact centers, balancing people, process, and performance.

 

At Kyōdō Solutions, we provide seasoned leadership expertise to help organizations lead transformational change, solve complex operational challenges, and achieve lasting results through hands-on guidance and strategic insight: 

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  • Fractional and Interim Leadership: Step into key leadership roles, providing expert guidance during times of transition, growth, or transformation.

  • Operational Assessments & Health Checks: Evaluate contact center performance across all operational areas to identify improvement opportunities.

  • Change Management & Transformation: Lead critical transformation initiatives, ensuring alignment across teams and successful adoption of new processes and technologies.

  • Leadership Development & Coaching: Equip supervisors and managers with the skills needed to inspire, develop, and retain high-performing teams.

  • Long-Term Strategic Partnerships: Support multi-phase, long-term engagements that balance continuous improvement with operational excellence.

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