OUR APPROACH
Make Customer Experience Actually Work
Everyone talks about customer experience. Very few companies connect it to how their contact center actually runs.
I help bridge that gap.
We look at what your customers are experiencing, what your agents are dealing with, and what your systems are doing behind the scenes. Then we make the pieces work together.
Less friction. Better conversations.
Happier customers.
Fix What’s Slowing Your Contact Center Down
Contact centers tend to collect complexity over time.
Extra processes.
Extra tools.
Extra steps nobody remembers adding.
I help identify what’s getting in the way and simplify it.
Sometimes that means small changes.
Sometimes it means a bigger rethink.
Either way, the goal is the same:
A contact center that runs smoothly without burning out your team.
Choosing the Right Technology (Without the Headache)
The contact center technology market is overwhelming. Every vendor promises the same things:
Better CX
More automation
Magical AI
The reality is that the wrong tool can make operations worse, not better.
I help companies sort through the noise, evaluate real options, and choose technology that actually fits how their business works.
No vendor bias. Just practical guidance.
Finding the Right Partners
Choosing a vendor shouldn't feel like speed dating with salespeople.
I help companies find contact center vendors that are actually a good fit for their business.
That might include:
• BPO outsourcing partners
• Technology platforms
• AI tools
• Workforce management systems
• CX software
Because of the relationships I maintain with providers across the industry, my consulting is typically free to you.
You get help navigating the market.
Vendors compensate me when a partnership is formed.
Simple as that.
Keeping Vendors Accountable
Signing the contract is the easy part.
Making the partnership work is where things usually get messy.
I help companies manage vendor relationships so expectations stay clear and performance stays on track.
That includes:
• Performance reviews
• Contract oversight
• SLA accountability
• Ongoing vendor strategy
Think of it as having someone in your corner who speaks both “Operator” and “Vendor.”
A Fresh Set of Eyes on Your Contact Center
Sometimes the most valuable thing a company can get is an outside perspective.
I take a deep look at how your contact center operates today and identify:
• Hidden costs
• Unnecessary complexity
• Technology gaps
• Vendor issues
• Opportunities to improve performance
The result is a clear picture of where things stand and what to do next.
No jargon. Just actionable insights.
STRATEGIC CONTACT CENTER BROKERING
Practical Advice for Contact Centers
I help companies figure out how their contact centers should actually run.
That might mean:
• Fixing operational problems
• Choosing the right technology
• Finding better outsourcing partners
• Or simply making sense of a confusing vendor landscape
The best part? My consulting is typically cost-free, because I’m compensated by the vendors when a partnership is formed.
No pressure. No sales pitch. Just straight answers.
Helping You Make Smarter Contact Center Decisions
Running a contact center today involves dozens of decisions around technology, outsourcing, automation, and operations.
Most leaders don’t need more vendors pitching solutions. They need clear guidance.
That’s what Spoke Media provides.
Practical advice.
Strong industry relationships.
And the simple goal of helping your contact center run better.
TECHNOLOGY & VENDOR STRATEGY
We cut through the noise of contact center technology, help you pick tools that fit your setup, improve vendor relationships, and keep your operation running smoothly for the long haul.
Speak to Spoke!
Phone
801-232-3915
brian@spoke-media.com
Office
1760 E Edward Ave.
SLC, UT 84106
UNBIASED GUIDANCE. MEASURABLE EFFICIENCY.
Every contact center has a lot of moving parts.
Technology. Vendors. Operations. Customer experience.
Think of Spoke Media as the hub that helps all those spokes work together.