From Overtime Overload to Operational Clarity: How We Helped a Fast-Growing Tech Company Scale Smart
A rapidly growing tech company had a big problem: its contact center was overwhelmed. Overtime costs were spiking—some agents were making over $35 an hour just to keep up. They were juggling multiple customer channels—voice, chat, email, and more—but lacked a reliable system to manage workforce performance. Their legacy platforms couldn’t keep pace. That’s when they turned to us—not just for a tool, but for a strategy.
Through our early conversations, we learned they weren’t just looking for a replacement. They were looking for an evolution. They needed modern scheduling, real-time analytics, and a system that could bring clarity to both their workforce and their customers.
We listened. We helped their leadership uncover blind spots—like gaps in RTA (real-time adherence), limited supervisor dashboards, and a lack of visibility into inbound vs. outbound efficiency. We didn’t just talk about features. We showed how better planning and smarter staffing could lead to measurable cost savings.
What followed was a deep engagement that included on-site workshops, analytics test drives using their own data, and hands-on technical reviews. Our team partnered with theirs to not only solve today’s pain, but to expand the vision. We shifted the conversation from just workforce management to performance management and engagement analytics.
The result?
- A modern cloud-based platform across all contact center teams
- Supervisor dashboards to manage in real time
- Clear ROI through overtime reduction and improved efficiency
- A scalable system ready for their next phase of growth
They didn’t just see the value—they felt it.
We helped them move from reactive scheduling to proactive planning. From scattered systems to unified insights. And from short-term fixes to long-term success.
That’s the power of true technology advising—not pushing products, but building clarity and confidence into every decision.
Cloud Solutions
Improved agent visibility, optimized scheduling, and accurate forecasting.
Gamification & Performance Management:
Management: Motivated agent performance and aligned behaviors with company goals.
Cloud Contact Center
A complete solution to support customer experience needs.
The company began implementing our solution with 1,000 agents under a three-year agreement, achieving seamless operations, reduced costs, and stronger alignment with their growth strategy. This phased approach not only solved immediate issues but also established a foundation for long-term success.
More Client Wins
Global Reach, Local Control
Consumer Products Company | International Workforce Strategy
A global customer service team needed better forecasting across 7 countries and 4 languages. We helped unify their contact center operations with a modern platform—cutting inefficiencies, improving agent adherence, and delivering over $500K in annual savings.
Scaling Without Slowing Down
National Real Estate Operator | Rapid Growth Enablement
One of the nation’s largest service providers was scaling fast—but lacked visibility into workforce performance. We delivered a cloud-based solution with real-time dashboards, KPI alignment, and planning tools that turned chaos into clarity during peak growth.
Ready To Let Us Help Your Business Succeed?
Partner with THE Technology Advisors, Elm Lane who cares about your success as much as you do. Contact us today to start your journey toward smarter, more effective technology solutions. Your Success is a click away!
