

What We Do As Contact Center Consultants
Position your Contact Center as a strategic asset. For 25 years we have specialized in developing strategies and tactical steps that bridge the gap from good to great. Stay competitive in today's shifting markets with superior advice, agile strategies and business intelligence to meet this challenge.
We develop strategic business processes and craft actionable roadmaps with well defined
optimal resource management,
lean workflow business processes, cost containment methodologies and technology
evaluation & selection. We evaluate and recommend technologies & analytics for the contact center and back
office. We are vendor neutral, independent assessment and
implementation experts in our field.
Our
on-site Consulting Assessment and thought leadershop actionable discovery
methods capture low hanging fruit and relates Best Practices from the very
start. Our recommendations are designed to give your customer contact
operations a permanent competitive advantage by reaching new customers
across all channels and enchanced delivery to the existing customer
base. Develop an
economical staffing strategy for web-services: chat, click to call, web
collaboration, and email with your call deflection strategies.
We provide proven results with tangible, value-added benefits to our clients. Here are some examples:
We are certified and registered in Benchmarking & CRM Process Development and maintain absolute neutrality and current knowledge in multi-media and CRM technology recommendations. We are Strategy & Design Leaders for achieving results by improving operational process effectiveness, front office through back office. We are thought leaders for enabling technology, software solutions selection & integration, lean processes, roadmap planning, innovative cost effective training and marquee quality for agile, efficient, and cost-effective operations.
Since 1988,
senior partners, subject matter experts and thought leaders, have
conducted our engagements thus ensuring the cultural practicality and
integrity of our data driven recommendations.
Customer
Services Consulting
Our Consulting Customer Service offerings
include these areas for ‘to-be” short to long term recommendations, roadmap,
organization, enabling technology & process changes with ROI Pay
Backs/Risks:
• Strategic Assessment, Implementation-Benchmarking.
•
Consolidation Design, Implementation Business Case Development.
•
Expert
Technology, IVR & Self-Service Evaluation & Analytics.
•
Desktop, CRM & Call Tracking
Application Evaluation & Selection.
•
End-to-end
Business Process Optimization, Analysis & Integration.
•
Multi-channel Workforce Staffing Optimization & Skills Routing.
•
Quality Management Process Evaluation & Design.
• Contact Center Training Assessment, Development & Design.
• Operational and Transition Roadmaps and Guidance.
Our 10-point strategic customer experience &
benchmark review encompasses a sustainable customer satisfaction goal built
on a base of high-performance promoters and subject matter expertise. Our
client tailored transformation process planning
focuses on superior
touch-points execution and consistent service delivery.
About Us
Kramer & Associates
is a certified woman-owned business enterprise (WBE), privately-held,
established in 1988 to serve the Customer Service and Contact Center
environment.
Our business is located in Cincinnati, OH
with offices in Los Angeles, CA.
We welcome the opportunity to discuss your needs and goal requirements
confidentially.
Please call 1-800-281-1400 or email us at eservice@kramerandassociates.com
Copyright © Q2.3 2012 by Kramer & Associates