customer service contact center consulting methodologies

What Our Clients
Say About Us

“Kramer & Associates’
work was substantive,
in-depth, on time, and
on budget.
They created the
necessary business
case for our
company to
make the
organizational
and process
changes needed
to enhance
our efficiency and effectiveness
with a very clear
customer-centric
focus”.

Consulting Methodology – A Collaborative Partnership

Our methodology is all about improving our client's customer service enablement from good to great. It’s our goal to teach our customer client the strategies, processes, and technologies as quickly as possible, so they are not dependent on any vendor to maintain legendary competitive advantage or stand up additional functionality. This occurs throughout our active discovery methodology and best practices knowledge transfer implementations.

We Are Here for You

We practice culture sensitive "actionable discovery" with weekly meetings that keep our client sponsors on track, informed in content-sharing of our ideas and findings immediately; this is not just a routine project update. We practice thought leadership with every level of your Contact Center staff during focus groups and visioning sessions as leaders in our field.

Here are some points of methodology:

· Conduct Interviews with Key Stakeholders

· Conduct Contact Center Demos, Meetings & Focus Groups

· Conduct the Executive Strategic Customer Experience Visioning Session

· Conduct Side-by-Side Contact Center Floor Observations

· Conduct Data Analyses

· Conduct Benchmarking, Gap Analysis & Opportunity Assessment

· Develop the Recommended Strategic Roadmap

· Develop & Review the Final Presentation

· Conduct the Executive Presentation

We partner with our clients and utilize a proprietary Systems of Alignmenttm methodology which tightly integrates service delivery effectiveness and efficiencies goals for immediate ROI gain. This innovation is a proven methodology which is comprehensive and hands-on, focused on helping clients achieve results immediately and systemically build a competitive advantage. We pay close attention to your goals, objectives, and culture and your changing customer needs for engagement and a "Customer Best Experience Personalization".

We Achieve Results

We help clients achieve results with tangible, value-added benefits; a sampling of results:

• Improvement Customer Access and Satisfaction CSAT.

• Improvement in First-Call Resolution (FCR) & Customer Retention.

• Increase in Agent Efficiency & Staff Utilization.

• Increase in Quality & Coaching Proficiency.

Our Approach is Highly Cost Effective and Professional

• We practice a “no surprises”, collaborative approach to ensure client engagement communications are regular and upfront to foster optimum results early in the engagement and guarantee personalization and quality.

• Senior partners conduct our engagements, who are subject matter experts and “thought leaders” in this space. This ensures the integrity of the data and the cultural practicality of our recommendations.

• We spend time getting to know your business uniqueness and culture. As a result, our recommendations represent the optimum combination of potential benefits, savings, costs, rewards, risks, and sustainable transition strategies.

• Our contact center recommendations focus on innovative, multi-channel customer-centric solutions designed to enhance competitive advantage through a cost-effective approach to customer service excellence and resource optimization.

• We utilize a time-tested, proprietary alignment methodology. This is a comprehensive, fact-based approach to analyzing and assessing the complex interactions among people, process and technology.

• We have the expertise to bridge the gaps between strategies and tactics with practical, achievable action plans and recommendations.

• We have a proven track record of helping some of the world’s most respected contact centers achieve measurable performance improvements and results.

• We are vendor-neutral and independent, resulting in recommendations and solutions based solely on our client’s goals, needs, requirements, and culture.

We welcome the opportunity to discuss your requirements confidentially
and invite you to contact us. Call 1-800-281-1400 or email us at eservice@kramerandassociates.com.