As a provider of both temporary and long-term contact center services, we have worked with over 70 organizations to enhance their customer care function. The breadth of experience this has yielded, and the observation of how numerous organizations deploy this critical function, has given our organization tremendous insight to customer care best/worst practices. Our Professional Services allow our clients to tap into this knowledgebase of experience and expertise.

• Customer Care Consulting
  While each engagement is unique, typical consulting activities will focus on two objectives - 1) understanding your customers' perception of your customer care function, and 2) improving your customer care function to close gaps found between your and your customers' perception of the customer care they receive from your organization.

  The first objective is typically achieved via customer perception surveys, and utilizes the campaign management function of our proprietary CRM platform, (KnowPlex^®). The latter objective is most often addressed through process improvements, knowledgebase development, and/or training. Moreover, to facilitate in-depth benchmarking and analysis of contact center effectiveness, we are able to engage for our client's benefit the services of Teleconomy, a customer care research and consultancy organization.

• Knowledgebase Development, Deployment, and Management
  CRM applications can greatly enhance the efficiency of customer care operations. However, to also achieve significant improvement in customer care effectiveness, a well-constructed and deployed knowledgebase must accompany and integrate with the CRM platform. In fact, most customer care professionals we speak with consider the knowledgebase much more important to the customer care function than the specific CRM platform utilized.

  Our proprietary CRM solution (KnowPlex^®), utilizes an innovative and proven approach to creating, deploying, and managing knowledgebase content. As part of our professional services offering, we can develop highly effective content for use by in-house or outsourced agents, as well as end users in a self-service format. To download a white paper on this subject, click here. Please note, documents require Adobe Acrobat, click here to download Acrobat.