- Speech Analytics and Artificial Intelligence expertise. In 2019, Speech analytics and AI will continue their penetration into the lives of consumers and businesses that serve them. Integration into all Contact Center applications will grow. We can help you navigate this new frontier of technology that can completely change the way you serve your internal and external customers. You cannot afford to miss on this important technology.
- Executing and driving consistent best practices for multiple clients in medium to large contact centers
- Customer Service improvement and Execution on KPI’s in omni-channel environments
- Direct to Consumer Marketing, Sales and Customer Retention
- Building High-performing work cultures and Employee attrition reduction
- Call center technical expertise in evaluation and implementation of all hardware/software
- Management of Bilingual lines of business
- Strategic and Tactical Business Planning and Growth
- P&L and Budget Management for multiple Lines of Business and locations to $50M
- Consumer Marketing and Data Analytics based performance improvement
- RFP preparation, business proposals, and C-level presentations
- Vendor Management
Contact Center consulting and management providing assessment, planning, and implementation services to optimize mission-critical resources – people, process, and technology.
- Strategic and tactical goal development and implementation for Direct to Consumer Marketing and Sales
- Hiring, Training and key employee reviews to ensure teams are staffed with high performing individuals.
- Hands on management of BPO/ In-House/Near Shore and Off Shore Call Center Operations including Call Center vendor selection and management. Assistance with site location, market analysis, contract negotiations, RFP preparation, and C-level presentations.