Strategic Assessment & Benchmarking

 

Our strategic 10-point assessment and benchmarking customer service review offering focuses on a comprehensive examination of the current enterprise and customer interface strategies, business operations processes, enabling technologies, reporting and organization.

 

We provide recommendations and a transitional roadmap complete with costs, risks, and value opportunities to obtain and maintain the  organization, people, processes, business operations, IT-Communications and technology necessary to support  a  more agile, higher level of world-class service excellence. 

Specific goals are short term gain and long term growth opportunities are defined in part in these objectives:

·         Increased customer satisfaction.

·         Improved First Contact Resolution.

·         Enhanced sales revenues.

·         Improved resource utilization.

·       Reduced operating costs.

·         Improved KPI Reporting.

The result is a data-driven fact-based comprehensive assessment with timelines designed to achieve improvements in customer service, multi-channel access, efficiency, and resource optimization.  

 

Our approach involves 3 basic phases:

•     Discovery &  Data Gathering
•    Analyses & Assessment
•    Recommendations & Transition Roadmap

 

Our comprehensive methodology involves a review of the following areas: 

1)      Validate Customer Service Strategy.
2)    Technology Enablers & Desktop Review.
3)    IVR & All Self-Services Utilization Review.
4)    Reporting & Performance Management Review.
5)    Workforce & Staffing Analysis & Review.
6)    Business Process & Workflow Review.
7)    Quality Management Program Review.
8)    Contact Center Training Program Review.
9)    Benchmark & Best Practices Gap Analysis.
10)   Organization Alignment & Employee  Engagement.

Senior partners conduct our assessments. They are both subject matter experts and “thought leaders” having the people, process and technology knowledge, experience and skills of a hands-on ‘boutique consultancy’ with participation in every project since 1988.

This approach provides a unique value to our clients with the most effective senior level of knowledge and information transfer.

 

We invite you to learn more.  Call 1-800-281-1400 or email us at eservice@kramerandassociates.com.

                       

              Copyright © Q1 2012 by Kramer & Associates

 

 

 

 

 

 

 

 

 

 

 What Our Clients
Say About Us

 

 

“Kramer  &  Associates was 
brought in for an operational audit of our customer contact center operations and strategies. 
During this engagement,
they partnered with us
to develop a five year strategic plan,  which allowed us to fully meet the new and evolving needs of our customers and achieve overall strategic objectives as a company.

Because of the value
provided, their high level of delivery, and their special expertise we brought them back for two return engagements to provide subject matter expertise in specific targeted areas of our strategy.
The successful results and future impacts to the company of all of these efforts will add significant value to our company and employees for years to come".