Call Center Times

Buyer's Guide Directory


Call Center Consulting



 
 
 
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
 

 

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
 

 

Radclyffe Partners, LLC is the premier contact center consulting and training firm dedicated to ensuring that client’s deliver an exceptional customer experience consistently.  Radclyffe’s proven leadership and front-line workshops actually change behavior and improve performance in very tangible ways.  Radclyffe programs have increased Gallup surveys and NPS scores as well as client specific internal measurements.  Call today for a 30 minute complimentary consultation.  973-864-2026

Website: http://www.radclyffepartners.com/default.html

 
 

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
* Process Improvement
* Knowledge Management
* Site Selection
* Organizational Design & Development
* Best Practices
* Whitepapers & Research Projects,
 
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.
 
twitter @colinsataylor

YouTube: https://www.youtube.com/user/colinsataylor

 
White papers:
 
Press releases:
 
Case studies:
 


GCS

GCS manages contact centers for our clients. We deliver first class customer interactions in any channel. Our proven process is scalable. Our approach is cost effective. We match your needs with the right location, talent and training for success. GCS lives the contact center business. GCS excels in three areas:

1) Omni-Channel Support in one of our Outsourced Centers
2) Staffing and Management in our Client’s Centers
3) Consulting and Training for any phase of Contact Center Operations

Outsourced Centers
Our Contact Center activities include integrated voice and non-voice services. Everything from Customer Service to Claims Processing handled through our high speed and secure network. We professionally process the information you need to keep your customers returning and your business running.

Customer Service
Account Servicing
Content Moderation
Case Registration
Reverse Logistics
Data Entry
Claims Form Processing
Help Desk
Social Media Care

Staffing

GCS provides front line, support, and management staff for all call center and back office operations. We have the process to identify, screen, train, and staff your call center team. Whether we manage the complete program or assist you with part of your staffing needs, we use the same process developed and refined over 25 years in the contact center industry. Choose the level of service that works for you.

Turn-Key Contact Center Staff
Hiring for new positions
Management Team Development
Project Expansion, Transitional, Seasonal and Staff Augmentation

Consulting

GCS has managed programs in many industries. We understand how to size the workforce and integrate self-service technology to balance cost and customer satisfaction. We have installed more than 75 centers and managed thousands of programs. We will provide the data, facts, and plans you need to make the right decisions. Call us today to tap our experience and real life solutions to meet your organization’s goals.

For more information visit GCSagents.com or call George Simons at 704 647.9621 x 6027

Ulysses Learning
Award-winning customer service, sales, and coaching training.  Endorsed by top contact centers.
Your contact center will achieve profound business results, ahead of schedule, with Ulysses Learnings’ artful blend of patented simulation-based e-learning, facilitated exercises, coaching, and support tools, that redefine the way customers are respected and cared for and transformcustomer servicesales and coaching cultures
A 2017 Stevie® Awards winner, Ulysses has the only training proven to build emotional intelligence or “EQ” (in both agents and coaches) so that Judgment@WorkTM can be confidently, consistently, and expertly applied on every call.   
Ulysses Learning was founded in 1995 as a joint venture with Northwestern University’s Learning Sciences department and continues to bring clients new, innovative enhancements to its industry-leading training.
 
Many are surprised to learn that Ulysses was the first in the world to create and recently receive a patent for its “Overlay Modeling” software system. The system transformed the way computer-based training is developed and has been cited by Microsoft, IBM, and Reuters as being foundational to the development of several of their own innovative software products.
 
While other e-Learning products are built using more predictive or contrived modeling, Ulysses’ software continually adds or “overlays” real-life responses representatives provide while going through the training simulations. The software, in this sense, is not static, but lives and is further enriched with each interaction.  This is one reason why Ulysses’ clients report that training delivers more realistic and meaningful learning experiences that produce desired results in a shorter period of time such as:
 
·     • Escalated calls reduced by a minimum of 27% (One Ulysses client just reported escalated calls decreased from 38 per supervisor to 4!)
• Increased customer satisfaction by 21%
• Decreased call backs by 25%
• Improved average handle time up to 10 seconds or more
• Improved first call resolution up to 22%

  
Begin your contact center transformation now. 
  
Contact Ulysses Learning today!
Online: 
www.ulysseslearning.com
Call: 800-662-4066
Email: info@ulysseslearning.com



PowerHouse Consulting, Inc.

“We simplify complex business processes.”

Founded by Kathleen Peterson in 1987, PowerHouse Consulting is an internationally recognized management consulting firm specializing in all aspects of Contact Centers and Telecommunications. We offer Strategic Planning, Contact Center Assessments and Solutions, Telecommunications Assessments, IT Assessments, Workforce Optimization, Outsourcing Management, Custom Learning Programs, and Procurement Management. Chief Vision Officer Kathleen Peterson is a sought-after expert in the in the field of Customer Experience.

PowerHouse works with top leaders across Fortune 500 companies to develop plans that align operational practices with corporate vision. We combine business savvy and technical acumen to yield quick, practical, and cost-effective results. We have collaborated with hundreds of clients across the U.S. and Canada - working with organizations of differing sizes and with varying budgets. PowerHouse has performed assessments for Contact Centers ranging from five to 3000 seats and across industries. These include B2B, Catalog/eCommerce, Education, Financial Services, Government, Healthcare, Insurance, Marketing/Media, Non-profit, Technology, Telecommunications, and Utilities. Dozens of repeat clients continue to be our best endorsement.


As members of the Society of Communications Technology Consultants (SCTC), PowerHouse has no formal relationships with vendors of telecommunications, cabling related equipment, or software. We are the two-time recipient of the Members’ Choice Award - Best in Class, Best Consultancy Company in the Americas Region - from ContactCenterWorld.com. PowerHouse is certified as a WBE in MA and NY and as a DBE in MA and NH.

Kathleen is widely published and has shared her humor, philosophy, and experience in keynotes in the US, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen’s insightful Rants and Raves are featured monthly in Call Center Times. Her new book, Backstage at the Customer Experience: Musings for Contact Center Leaders, is available on Amazon.

Contact us at info@powerhouse1.com or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at www.powerhouse1.com.

 

The Connection®

The Connection® provides proactive contact center solutions to your most challenging customer experience issues. We offer customer service, help desk and technical support services via live operator, email, text, live web chat, social media, and brand interaction/reputation monitoring. The Connection® is a leader in the call center industry, leveraging a combined 150 years of experience to successfully achieve our Client’s goals. In addition to call center solutions, we also provide consulting services that maximizes your customer experience in the most cost-efficient way as well as eLearning solutions for call centers looking to effectively, efficiently train their internal call center agents.

Website Link: https://www.theconnectioncc.com/about-the-connection/our-process/
 


Richardson

Richardson is a global sales training and sales force effectiveness company.

We have over 30 years of experience creating customized sales training solutions that build organizational ability and improve individual skill necessary to grow profitable sales. Our approach is highly collaborative, with a focus on enabling the right sales activity and effective customer dialogues at every stage of the selling cycle. To help you achieve your goals, we partner with you to develop a culture of continuous learning that drives sustained improved performance. We provide a Sales Effectiveness system that consists of assessing skill, customized training, and a series of integrated learning sustainment tools to ensure knowledge retention. We partner with some of the largest and most sophisticated companies in the world across all major business sectors providing an emphasis on the necessary skills to execute your sales process. Our solutions are delivered to the highest standards by authentic, passionate and experienced people.

For Call Centers, we offer both online and instructor-led classroom training that covers topics such as negotiations, consultative selling, telephone selling, and customer care. Click here to learn more about our Sales Effectiveness System.

Contact Information: Meghan Steiner – Meghan.steiner@richardson.com
215-940-9255


Q-Solutions Group

Q-Solutions Group is an implementation and consulting firm focused exclusively in the Contact Center environment.   Our forte is optimizing our clients’ call centers by enhancing their scheduling systems, improving their current process, optimizing their queue structure, and bettering management techniques.  Our business model goes well beyond typical consulting as we successfully implement the recommended solutions.  We are hands on conducting 90% of our engagements on site at our clients Call Center(s). 

Our typical approach is three fold:

First:  We define the improvement opportunity and scope.  To ensure that our implementation fully captures the desired results it is imperative that root causes of inefficiencies are addressed as opposed to just the symptoms of underlying issues.  In addition, we define the impact of implementation so that the financial returns, the operational improvements, and the investment is clearly defined.

Second:  We fully implement the Q-Solution program.  We do this both onsite as well as virtually. Based upon specific client needs, our solutions vary from implementing enhanced scheduling tools, to designing optimized center operating structures and streamlining business processes.

Third:  We work with you and your staff to ensure both a smooth implementation, and most importantly, enable you to capture the benefits of the implementation.  Although enhanced software applications and defined operating improvements are useful, without the proper implementation, staff buy-in, and training, the benefits will not be fully captured and the changes will not be inculcated and long lived.   


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






Outsource Consultants - Call Center Advisors


CONSIDERING OUTSOURCING YOUR CALLS? Outsource Consultants is a call center referral and advisory firm that helps companies find the best call center and BPO outsourcing solution. Our FREE service will save you significant time and help minimize your risk when switching or selecting a new call center partner.

We provide this service to help companies find the best call center outsourcing services to meet their unique needs. Our consultative approach allows us to identify call center providers that are best aligned with your goals and objectives. Our over 20 years of outsourcing industry experience allows us to identify and implement solutions that help your organization save time and help you gain efficiencies.

You can rely on us to recommend a call center with expertise in your vertical market or industry to ensure the success of your initiatives. There is never a fee for our consultation and recommendation of an appropriate call center based on your requirements.

Our process is very simple: Just contact us at 952-303-2478 to discuss your business needs and objectives and we will recommend the top call centers that are the best fit for your outsourcing criteria.

OUTSOURCE CONSULTANTS - Call Center Outsourcing Advisors
Contact: Corey Kotlarz
952-303-2478
ckotlarz@outsource-consultants.com
www.outsource-consultants.com



BenchmarkPortal
VIDEO LINK

BenchmarkPortal
is the global leader in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world's largest call center metrics database. Now led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.


BenchmarkPortal's activities include The College of Call Center Excellence, a leader in call center training, and CallTalk, the first on-line talk show specifically focused on the call center industry. BenchmarkPortal also hosts Call Center Campus Week. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.

A new revolutionary tool by BenchmarkPortal – iBenchmark, automates the process of benchmarking, transforming a valuable but time-consuming, manual process into an automated, user-friendly service that allows managers to monitor performance on a monthly basis.

Join our community today by benchmarking your call center with our complimentary 12 KPI Benchmarking Survey on our website. Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness.

For a full listing of BenchmarkPortal areas of expertise, see:

Call Center Benchmarking
Call Center Certification
Call Center Training
Call Center Assessments
Call Center Certification
Call Center Peer Group Reports
Call Center Industry Reports
Call Center White Papers

Contact us today in one of the following ways:

Online: www.BenchmarkPortal.com
Call: 1-800-214-8929 Ext. 1
Email: Contactus@BenchmarkPortal.com
Social Media: Facebook, Linkedin BMP Group, Linkedin ,Twitter, YouTube, Google+, Blog



LiveOps
LiveOps is transforming sales and service work. The company offers innovative solutions aimed at solving technology and workforce needs for today's businesses. The LiveOps Contact Center Cloud Platform is the award-winning technology platform that enables companies to enhance their consumer experience while achieving measurable operational efficiencies. Based on this same cloud-based platform, LiveOps offers Workforce Cloud, the largest marketplace for call center workers, uniting more than 20,000 independent agents with companies in a wide range of industries including financial, health, insurance, retail, marketing and media. The company has created an environment where work and talent are unconstrained by geographical boundaries, and the right people are engaged in the right work at the right time. The company has been recognized by business and government organizations for its technology, innovative business model and visionary leadership team. LiveOps is headquartered in Santa Clara, California. Contact LiveOps at 800.411.4700 or visit
www.liveops.com





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/)

LinkedIn Networking Group
(http://www.linkedin.com/groups?gid=120219)

Twitter
(@SvcStrategies or http://twitter.com/svcstrategies)

Facebook
(facebook.com/ServiceStrategies)

You Tube
(http://www.youtube.com/servicestrategies)


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. 

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 




 

 

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