Contact Center Operations
Platform implementations, omnichannel design, workforce forecasting, and AI integration — with change management built in so agents actually adopt the new system.
The problem
The platform works. The agents don't use it.
Contact center platform rollouts have a unique failure mode: the pilot works because three agents who like technology use it well. The full rollout fails because nobody trained the other 97 agents past the first hour.
The technology vendor configures the ACD, builds the IVR tree, sets up the WFM integration. What they don't do: redesign the workflows for the new routing logic, retrain agents on new procedures, manage the organizational change, or build QA programs that measure whether the new system is actually improving outcomes.
Charley Bixby brings 10+ years of progressive healthcare contact center leadership — managing teams through platform migrations, organizational restructures, and AI tool integrations. This isn't theory. It's the work she did before McBix, now formalized as a methodology.
What we do
Technology implementation + operational transformation.
01
Platform Implementation
ACD, IVR, CTI, WFM — we manage the implementation of contact center technology stacks, coordinating vendors and managing the migration from legacy systems.
02
Omnichannel Design
Voice, chat, email, SMS, social — designed as one integrated workflow, not five siloed queues. Routing logic, escalation paths, and SLA frameworks across all channels.
03
Workforce Forecasting & Scheduling
Volume forecasting, staffing models, schedule optimization. We build WFM frameworks that match capacity to demand without overstaffing or burning out agents.
04
SLA & QA Frameworks
Service level design, quality assurance programs, scorecard development, calibration processes. Performance management that improves outcomes, not just measures them.
05
AI Chatbot & Automation
Identify which interactions AI can handle, implement chatbot/voicebot solutions, design human-handoff logic, and measure deflection rates against customer satisfaction.
06
Change Management for Agents
New platform rollouts fail when agents bypass the system. We build adoption into the implementation — role-specific training, workflow documentation, resistance management.
Metrics we move
Handle time, FCR, CSAT, adoption.
Average Handle Time
Workflow redesign and AI assist tools reduce AHT without sacrificing quality or pushing agents to rush calls.
First Contact Resolution
Better routing, better agent knowledge bases, better escalation logic — more issues resolved on first contact.
Customer Satisfaction
CSAT improves when the right agent handles the right interaction with the right tools. We design for that.
Platform Adoption
The metric that makes all others move: are agents actually using the new system the way it was designed?
Replacing your contact center platform?
Tell us what you're migrating from and to. We'll tell you what the change management and operational transformation looks like.