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Call Center Times

Buyer's Guide Directory


CRM Consulting




Caras Training

Caras Training is a consultative training organization which specializes in customer service, sales, retail and coach learning and development programs. We work with clients to improve the way their front line staff engages with customers and prospects in the store, in the boardroom, on the phone and by email. Our clients include publicly traded corporations, privately held companies and non-profit organizations.

We create highly customized learning modules and implementation programs that go far beyond what pre-packed or canned training content can achieve. Custom audio, video, case studies, and elearning reduce training time and increase adoption of new skills for companies and departments of all sizes.

Clients get powerful methodology for influencing customers and prospects and creating long-lasting relationships.

Consider a collaboration with us when your firm needs to make the most of every interaction with customers and prospects. That’s how our training solutions become your powerful results. By phone, email, live chat or in person, your sales, service and support teams can do more in less time when they know how.

Contact:
Ronna Caras
President, Caras Training
508.527.9599
Visit: www.CarasTraining.com
Email: rcaras@carastraining.com



Avtex Solutions, LLC

Avtex is a full-service Customer Experience consultancy focused on helping organizations build trust with their customers. Our breadth of knowledge uniquely positions us to assist in the identification, deployment and optimization of technology platforms that support the customer journey. As a peer-recognized consulting firm, we guide organizations through the process of creating or improving CX strategies, platforms and policies.

Our long-standing partnerships with industry leading vendors and service providers position us to provide the guidance your organization needs to create and manage a holistic approach to CX. Our diverse technology offerings run the gamut from Contact Center to Customer Relationship Management platforms. Our knowledge of application integration and development allows us to bridge the gap between disparate systems to create a seamless experience for your customer.

From our headquarters in Minneapolis, Minnesota, we serve organizations throughout the United States. Our clients are active in a wide range of industries, including Healthcare, Financial Services, Public Sector, Education, Insurance, Retail, Entertainment, Technology, IT, Manufacturing, Non-Profit and more.

Whether you need assistance building CX strategy from the ground up, or require help improving existing systems, Avtex provides service with Excellence, Innovations, Integrity and Passion.

Contact: www.avtex.com

 


Pegasystems, Inc.

Pegasystems Build for Change® Platform is the heart of Better Business Software®. It delivers business agility and empowers leading organizations to rapidly close execution gaps and seize new opportunities. Pegasystems leverages its recognized leadership in Business Process Management (BPM), Multi-Channel Customer Relationship Management (CRM), Business Rules, and Adaptive Analytics to uniquely give its clients the power to engage customers, simplify operations and Build For Change®. For more information, please visit us at www.pega.com.

 

The Taylor Reach Group, Inc.

Established in 2003, The Taylor Reach Group is an award winning, call, contact center and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Phoenix, Ottawa, Ireland and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. All of consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.

Our services include; 

* Customer Experience Assessments and Benchmarking

* Contact Center Strategic Assessments

* Contact Center Audits and Benchmarking

* Training Curriculum Design and Development

* Technology Selection

* Operational Model Development

* Omni-Channel, Multi-Channel

* Outsourcing/Offshore Suitability Assessments

* In-Sourcing Assessments

* Home Agent Assessment

At Taylor Reach we stand behind our consulting work and we add value to our clients’ call center operations. Get in touch with us to learn how we can increase your efficiency, operational processes & procedures, and more importantly the Return on Investment (ROI)!  When we are asked to implement Taylor Reach Group consulting recommendations outlined in a Strategic Assessment report, you will achieve a minimum of a 300% ROI in just 4 months! No catches, no strings attached, just 300% in 4 months-guaranteed.

 

More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact center operational models; we have the knowledge and experience to help your center management.

thetaylorreachgroup.com

twitter @colinsataylor
 
 
White papers:
 
Press releases:
 
Case studies:
 
 


CH Consulting Group

With more than a BILLION hours of managed dialing experience, Christa Heibel has made a name for herself in the BPO/Contact Center space over the past 20 years. CH Consulting Group combines Heibel’s extensive industry expertise with professional knowledge from across a wide range of industries. The result is a full suite of services for businesses ready to realize next-level results.

We’re here when you’re ready for customized solutions.
The CHCG team’s interdisciplinary approach sets us apart. Our wide-range of experience, combined with our broad network of partners allows us to provide a breadth of scalable services based on clients’ needs – whether in the role of direct service provider, project manager or liaison. From long-term interim leadership, short-term monthly support, single project executions and complete outsource management, CHCG delivers proven results. 

We’re here when you’re ready for innovative solutions.
We invite you to consider the services listed here as an introduction to what CH Consulting Group has to offer: it starts with people, processes and technology. We augment these core competencies with additional services like fractional leadership, executive coaching, buyer/seller acquisition and more.

Phone: 218-286-4006
Email: info@thechcg
Website: chconsultinggroup.com
Facebook: www.facebook.com/thechcg
LinkedIn: https://www.linkedin.com/company/ch-consulting-group?trk=biz-companies-cym
Twitter: https://twitter.com/thechcg1



Vocalcom

VIDEO LINK

At Vocalcom, we believe innovation and technology have too often failed to penetrate Contact Centers because of the complexity of their design & implementation. By providing a comprehensive set of innovative capabilities, designed with the end user in mind, we give managers a fast & simple access to contact center best practices & rich-media engagement. Organizations of all sizes can provide personalized experiences while radically improving loyalty, sales performance, & business agility - an amazing experience for employee and customers while creating deep and powerful customer connections - Across every channel - At every interaction.

Our primary focus is to enable companies to scale up and down quickly with “instant-on” capabilities. Our cloud contact center solution is designed from ground up to rapidly respond to business changes, and quickly push out new market offerings while improving the effectiveness of every customer interactions - with no IT support required. Vocalcom has designed cutting-edge solutions that provide all the new capabilities you need to create great multi-channel customer experiences - all from the cloud within an intuitive and easy to use application. Awesomely Powerful and Easy-to-Use. That’s what makes Vocalcom so different.

Simplicity for the business users. Rich functionality for the enterprise. For any company looking for a fast and simple way to give agents a complete customer view, cross-channel service capabilities, collaboration tools and bring rapid innovations to customer interaction channels, Vocalcom is changing the game. Our portfolio of on-demand customer engagement solutions can be rapidly deployed with minimal investment and no IT support. Your customer benefit from a faster, smarter and more responsive customer service at every touch point, whether on mobile devices, the web, social media, in-store, or on the go. That’s all customers want!

Transform your contact center into a successful customer engagement center. Always on, always connected. Vocalcom powers meaningful, real-time customer connections enabling businesses to create rich customer interactions, and great multi-channel customer experiences. Our solutions are designed to enhance the profitability of every customer engagement while reducing costs. Organizations typically see a 30% reduction in training time, 40% in average handle time (AHT), +37% in fast first contact resolution (FCR), +40% in agents productivity, +300% in outbound contact rates. All powered by the Vocalcom Customer Platform.

Contact Us: http://www.vocalcom.com/en/t1/contact-us
Call Us: 1-888-622-5266
Email: webleads@vocalcom.com
Web site: www.vocalcom.com
Worldwide Locations: http://www.vocalcom.com/en/offices
YouTube: http://www.youtube.com/vocalcom
Twitter: https://twitter.com/vocalcom
Facebook: https://www.facebook.com/vocalcom


Service Strategies

VIDEO LINK
Service Strategies advances service excellence through training, certification, consulting and industry standards programs that ensure delivery of consistent, high-quality customer service and support. The world's leading service providers use our Service Capability & Performance (SCP) Standards as a roadmap for service excellence.

Links to Our Site
Service Strategies Website
(
www.servicestrategies.com)

Training and Certification Programs
(
http://www.servicestrategies.com/training/)

Service Capability & Performance (SCP) Standards
(
http://www.servicestrategies.com/scp-standards/)

Service Strategies Blog
(
http://servicestrategies.com/blog/)

Company Profile
Service Strategies advances service excellence by providing industry standards, certification, training and consulting services that ensure delivery of consistent, high-quality customer service and support. Service Strategies applies a proven benchmark process to its programs that measures and drives effectiveness for continuous service improvement. We specialize in improving customer service, technical support, eservice, field service and professional service operations.

The world's leading service and support providers use Service Strategies' Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a qualitative and quantitative measure of success. In addition, our career development programs have improved the skills and capabilities of service professionals worldwide, while our strategic advisory and consulting services are helping industry leading service organizations optimize business operations and achieve substantial performance gains.

To learn more about Service Strategies' industry leading solutions and what they can do for your business, Contact us at info@servicestrategies.com or call 858.674.4864 or 800.552.3058 toll free in North America.

Product and Service Information

The Service Capability & Performance (SCP) Standards

The Service Capability & Performance (SCP) Standards establish the global benchmark for service excellence. Developed by Service Strategies, in cooperation with approximately 50 leading service and support organizations from around the world, the SCP Standards have enhanced the capabilities and performance of service operations worldwide since 1998. The internationally recognized standards define best practices for delivering world-class service and support, quantify performance levels, and establish a foundation to build on existing quality processes.

Training and Certification Programs

Service Strategies provides a host of career development, training and certification programs for service and support professionals at the individual contributor and management levels. Our course content and instructor expertise sets our programs apart from anything else in the industry. We will help you gain measurable results through our collaborative process of setting expectations, measuring performance and reinforcing behaviors. In addition, our programs will prepare you for the globally accepted SCP Career Certification credential.


Acartus - www.acartus.com


Access Commerce - www.access-commerce.com


Active Innovations, Inc. - www.inforouter.com


Albanese Consulting - www.albx.com


Astea International - www.astea.com


Consona CRM - www.consona.com


Amdocs - www.amdocs.com


FrontRange - www.frontrange.com


RightNow - www.rightnow.com


Verint Witness Actionable Solutions - www.verint.com


Chordiant - www.chordiant.com


Oracle - www.oracle.com


Tech Excel - www.techexcel.com


Cincom Systems, Inc.


Dovetail Software


IQ Services



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