Caulfield Consulting
Contact Center Transformation
Contact center transformation led by someone who has owned the numbers
Transformation programs fail when they are designed by people who have never run a floor. Angel Aleman has led contact center operations of 15,000+ agents with $250M+ budgets, and his results are operational, not theoretical: service level from 87 to 98, handle time down 20%, new-hire onboarding cut from 2 weeks to 5 days, CSAT from 85 to 92 in SaaS product support.
What this includes
- Workforce optimization. Forecasting, scheduling, and capacity planning that match staffing to real contact patterns, including disciplined support capacity and workforce planning across in-house and partner sites.
- Process redesign. Removing the steps, handoffs, and rework that inflate handle time and cost-to-serve, then standardizing what works into playbooks teams actually follow.
- Platform strategy. Rationalizing the stack (CRM, telephony, WFM, QA, knowledge) so tools serve the operating model instead of dictating it. Operating experience spans Salesforce, ServiceNow, Verint, Avaya, Nuance, LivePerson, Intercom Fin, and Jira.
- KPI governance. A management cadence built on the metrics that matter (service level, CSAT, containment, cost-to-serve, quality), with clear ownership and consequences, in-house and across partners.
- Cost-to-serve discipline. Finding the savings without breaking service: his programs delivered $8M in labor savings and $16M in vendor savings while service levels improved.
- Training and onboarding redesign. Getting new hires productive faster, the same discipline that cut onboarding from 2 weeks to 5 days in his own operations.
Who this is for
Operations leaders whose contact center has outgrown its processes: service levels slipping, costs climbing, quality inconsistent across sites or partners, and no clear line of sight from headcount to outcomes. Engagements range from a focused redesign of one function to a full operating model rebuild.