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

 

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.

Most client issues require a deep industry and functional expertise. We have invested significant time and effort in developing a knowledge base that offers unique perspectives and insights in the following business verticals: Communications, Computer Products and Peripherals, Energy Suppliers, Financial Services, HealthCare, Help Desks, High Tech, Insurance, Medical Products, Pharmaceutical, Retail, Software Suppliers, and Utilities.

We provide proven results with tangible, value-added benefits to our clients. Here are some examples:

·            46% Improvement in Customer Satisfaction
·            35% Increase in Efficiency – Staff Utilization
·            22% Increase in Agent Occupancy without Burnout
·            11% Improvement in First-Call Resolution
·            45% Increase in Quality of Call Handling
·            35% Cost Reduction in Contact Center Support Operations.

 

Our assessment is a fact-based, end-to-end review conducted on-site by senior partners, industry experts. Our recommendation are vendor neutral and Gartner Supported.

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.

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.

•      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. 

A rising economic tide may lifts all boats, but studies confirm the competitive winner 6 to one is the company with the best satisfaction/loyalty from its customer base. Improve your Customer Service Contact Center performance and put in-place World-class systemic strategies and tactical steps that will keep you on top and agile.

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