Skip to content
Write the Vision Consulting

Loading Write the Vision Consulting

Write the vision.Then make it operational.

Contact center, customer experience and business strategy consulting — from strategy to execution.

Book a free consultation(opens in a new tab)Explore services

Led by Tye Threats, Founder & CEO
15+ years in contact center leadership

We provide the strategy and execution needed to move your organization to the next level of performance. We start by understanding your goals, challenges and aspirations — then build customized solutions, and stay on as a long-term partner to see them through.

A consultant presenting performance data on a large screen to a team

Problems we help solve

Organizations call on WTV when the way things run no longer matches where the business needs to go. If one of these sounds familiar, there is a service built for it.

  1. Two contact center agents wearing headsets

    01

    Your contact center isn't performing the way it should.

    Service levels, handling time and customer satisfaction are drifting, and the metrics you track aren't driving the right behaviors.

    How we help: Contact Center KPI & Metric Development
  2. A large open-plan office with rows of workstations

    02

    Your workforce model no longer fits the business.

    Planning, scheduling and attendance were built for a different operation — or never designed at all.

    How we help: Workforce Management
  3. A businessman standing where a path splits in two

    03

    Change is being forced on you.

    Competition, a merger or acquisition, or a new technology implementation means the organization has to adapt quickly.

    How we help: Change Management
  4. A leader running an energetic team discussion

    04

    Your leaders need room to grow.

    Current leaders are stretched and the next generation needs developing before they step up.

    How we help: Leadership Development
  5. A hand-drawn process diagram from start to goal

    05

    Your processes have outgrown themselves.

    Workflows carry redundancies and bottlenecks that cost time, money and customer goodwill.

    How we help: Process Improvement

What we do

Twelve services across three practices — each tailored to your organization and built to carry a strategy all the way through to day-to-day results.

Contact center agents wearing headsets at their workstations

01

Contact Center Operations

Improve the efficiency of existing contact center performance through tools and techniques in line with industry standards.

A team in a meeting room talking with colleagues on a video call

02

CX Strategy

Develop a customer experience strategy that delivers best-in-class results.

Planning notes and sticky notes laid out on a desk

03

Business Strategy & Planning

The strategy and execution needed to move your organization to the next performance level.

View all services

Write the vision.

Then carry it all the way to execution — here is how we work.

Write the vision.

Then carry it all the way to execution — here is how we work.

How we work: from strategy to execution.

Every engagement is tailored, but the way we work holds steady — from the first assessment to results that last beyond our involvement.

  1. 01

    Assess

    A thorough analysis of processes, systems, culture and people — and of your organization's readiness for change.

  2. 02

    Align

    Goals, KPIs and processes aligned to your business objectives, so every change points the same way.

  3. 03

    Implement

    A defined plan with milestones and resources, supported through implementation with training for user adoption.

  4. 04

    Sustain

    Measurement, feedback loops and continuous improvement, so results last beyond the engagement.

Tye Threats, Founder and CEO of Write the Vision Consulting Group

Tye Threats

Founder & CEO

Why choose WTV

A founder-led consultancy that brings executive contact center experience directly to your organization.

Years across finance, technology, healthcare and professional services
22+

Years across finance, technology, healthcare and professional services

Years dedicated to the contact center industry
15+

Years dedicated to the contact center industry

Specialist services across three practices
12

Specialist services across three practices

  • 01

    Led by an operator

    Tye Threats spent more than 15 years in contact centers and rose to executive leadership in Fortune 500 companies. You work with someone who has run the operation, not only advised on it.

  • 02

    From strategy to execution

    We don't stop at recommendations. Plans come with implementation support and training that drives real adoption.

  • 03

    Tailored, never templated

    Every engagement is shaped around your specific challenges, goals and organizational culture.

  • 04

    A long-term partner

    We build lasting relationships and aim to be a trusted advisor — with continuous improvement built into the way we work.

Read Tye's story

Case studies

How engagements unfold — the challenge, what we did, and where it led.

Sample stories showing the format. WTV's own client case studies will replace them.

A contact center agent wearing a headset, working at his deskSample case study

Mid-size contact center · Contact Center KPI & Metric Development

Rebuilding the scorecard around the behaviors that matter

The challenge
The operation tracked dozens of metrics, but none were tied to business objectives — and agents were optimizing handle time at the expense of resolution.
What we did
An assessment of current measures, then a smaller set of KPIs balancing customer satisfaction, first-call resolution and service levels, with clear expectations for agents and leaders.
Colleagues planning together around a large office tableSample case study

Growing customer service team · Workforce Management

A workforce model designed for the operation it had become

The challenge
Scheduling, time-and-attendance and forecasting had grown up separately, so staffing rarely matched demand and supervisors filled the gaps by hand.
What we did
A redesigned workforce management model tailored to the line of business, user-adoption training for the new tools, and a feedback loop for continuous improvement.
A facilitator leading a training session while participants raise their handsSample case study

Organization moving to a new platform · Change Management

Keeping people with the plan through a technology transition

The challenge
A new technology implementation was on schedule technically, but teams didn't understand why it was happening or how their roles would change.
What we did
A change-readiness assessment, a stakeholder communication plan, training ahead of go-live, and reusable tools to sustain adoption afterwards.

Facing something similar?

Book a free discovery call(opens Calendly in a new tab)

Ways to work with us

Every engagement starts with a conversation. From there, choose the depth that fits the problem — each option is booked directly through our calendar.

Start with a free discovery call

30 minutes · Free · Zoom or phone

Explore your business goals and challenges, and discuss how WTV can help.

Choose a time(opens in a new tab)

Latest insights

Practical thinking on contact center operations, leadership and strategy.

View all articles
A hand writing the words creative, effective, innovative and communicative on a chalkboard

Insights, by email

Practical thinking on contact center operations, leadership and strategy — new articles sent straight to your inbox. Unsubscribe at any time.

Prototype form — nothing is sent or stored.

Ready to start? Let's talk.

Book a free 30-minute consultation. We'll discuss your goals in more detail, ask the questions that matter and give you an initial assessment of where to begin.

Book a free consultation(opens in a new tab)Send us a message

Or call 817.913.0232

Design prototype