Lyn

Kramer

Managing
Director

&

Partner

 

  

 

 

 

Today’s service experience is all about customer engagement and "Best Experience Personalization" regardless of the channel media.  Customer engagement requires the right kind of experience, delivered at the right time by the right skill across all channels, with consistency. It involves employee engagement, tools, processes and organizational commitment and buy-in.

Today’s businesses are impacted by 
this customer economy, suggesting that real economic growth
might be flat over the next several years. The key to improving Competitive Advantage is a strategy to strengthen the performance culture and employee engagement.

We provide on-site assessment, develop comprehensive strategies and a “how-to” actionable implementation roadmap for crafting this high-touch customer "Best Experience Personalization", a requirement for competitive interaction in today's increasingly mobile and cloud based world.

 

 

 

 

 

 1-800-281-1400
I look forward to hearing from you.    Lyn Kramer, SPHR, CCP, M.Ed, MBA

 

About Us – Who We Are

We answer today's business strategy challenge for developing an adaptive, responsive, and cost–effective customer service high-performance culture that delivers personalized customer contact engagement. We develop and implement agile strategies that compensate for consumer preference shifts, to give your business the long term sustaining, innovative competitive advantage it needs to stay on top.

Achieve sustainable world-class Call-Contact Center Customer Service, multi-level Tech Support or Helpdesk excellence in measureable operating cost savings and improved customer satisfaction. We have provided credible strategic advice and implementation guidance and measureable success in assisting our clients with Customer Service and operational challenges; since 1988, without any intertwining partnerships of any kind Please note some of our successes in testimonials located within the left banner on every page.

Our mission is to develop a comprehensive 3-5 year strategic customer service contact center plan designed to address shifts in consumer preferences and evaluate and enhance your current business model. Areas of competitive advantage opportunity are:

We are certified and registered in Benchmarking & CRM Process Development. We are Strategy & Design Leaders for achieving results by improving operational effectiveness through enabling technology, solutions & selection, IT-technology, lean processes, roadmap planning, innovative cost effective training and marquee quality management for agile, efficient, and cost-effective customer engagement.

We partner with our clients and utilize our proprietary “Systems of Alignment”tm methodology which tightly integrates service delivery effectiveness and efficiencies, for all customer channels. This innovation is a proven methodology which is a comprehensive closed end process, focused on helping clients achieve flexible, efficient and cost–effective customer service delivery.

We practice a “no surprises” collaborative consulting approach to ensure our client communications are regular and upfront to ensure optimum results early and throughout the engagement and guarantee personalization and quality. 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.

Cached SimilarCustomer 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.

•      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. 

Company Information

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 © Q1 2012 by Kramer & Associates