Buyer's Guide Directory
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/
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.
President, Caras Training
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 service, sales 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.
Envision Click2Coach has had a long tradition of helping companies capture customer experiences for strategic insights and operational excellence. Click2Coach is an enterprise featured workforce optimization (WFO) solution, and can be implemented on-premise or in the cloud. Click2Coach Cloud is reasonably priced through a subscription, easy to install and fully featured on all Cisco platforms.
Click2Coach customers have reduced costs by 26 percent and increased efficiencies by 46 percent. We help manage key performance indicators including costs, quality, productivity agent, service level and call handling metrics that help you keep a pulse on your customer experiences as well as manager and agent interactions.
Regardless of the size of your contact center, Envision is a WFO agent analytics platform that is preferred by executives, contact center directors, managers, specialists and agents. Combining call recording, screen captures, PCI compliance, speech and text analytics, quality monitoring, automated agent evaluation, eLearning and Workforce Management in an easy to learn portal and platform called Click2Coach, come see for yourself why we offer enterprise features at an affordable price.
More and more companies are choosing cloud based solutions for good reason. Pricing is simple, and it’s easy to add or remove seats. With our cloud based product, all updates and upgrades are automatically included in the operational cost and you don’t have to employ an entire team of Information Technology specialists to keep the application and hardware operational with the latest releases and features.
By choosing Click2Coach, you can be assured that you are partnering with a company that adds features that grow and change as contact center technology and applications develop, but that allows you the flexibility of adding and subtracting agents for seasonal purposes.
Coaching is the number one skill that exceptional contact center directors employ to ensure that their contact centers are meeting and exceeding customer expectations so why not contact Envision Click2Coach to learn more. Feel free to email us at firstname.lastname@example.org.
Communico Ltd. is a training/consulting company that partners with organizations to create meaningful and memorable customer experiences. The heart of our approach is MAGIC®, which stands for Make A Great Impression on the Customer™.
MAGIC® is a system of assessment, training, coaching and reinforcement that builds a culture of exceptional service. Our MAGIC of Customer Relations program provides a gold standard for phone, face-to-face and e-mail/chat contacts, and is used by award-winning organizations throughout the world. Adopting these proven best practices leads to differentiated service and a branded customer experience.
Employee engagement is key to customer engagement. Our programs help associates communicate in a way that strengthens relationships. And, we provide specific tools to exceed help them exceed expectations and foster loyalty.
Our services are tailored to your audience so they are immediately practical and relevant. We offer leadership sessions, service vision and strategy development, and a wide range of training programs, presentations, and webinars, including:
• The MAGIC of Customer Relations
• MAGIC Coaching Program
• MAGIC E-Mail/Text Writing
• MAGIC of Relationship Selling
• MAGIC of Collections
• MAGIC Employee Engagement
• MAGIC Team Building
• Mastering MAGIC in Difficult Situations
• Write to the Point/Technical Writing
• Presentation and Facilitation Skills
• Certification Programs
Measurable results include improved customer and employee experience, higher service levels, increased employee satisfaction and engagement, as well as industry recognition and awards.
Check out our book: How to Talk to Customers: Create a Great Impression Every Time with M.A.G.I.C. ®.
Senior Vice President
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.email@example.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 firstname.lastname@example.org or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at www.powerhouse1.com.
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
Operational Model Development
Outsourcing/Offshore Suitability Assessments
Home Agent Assessment
Organizational Design & Development
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.
Founded in 2004, Clear Harbor is a specialty co-sourcing outsourcing firm providing customer support and BPO services to B2C and B2B companies in these industries: insurance, medical claims, cable and telecom, consumer electronic, and general consumer goods. Services: customer and tech support, new customer care, inbound billing inquiries, account maintenance, billing adjustments, credit card processing, appointment scheduling, reverse logistics, service call scheduling, inbound sales calls, and warm outbound sales calls. The company is a strategic partner to clients, providing an interactive approach to customer care. An Inc. 500/5000 company, Clear Harbor has operations in the eastern Caribbean, utilizing English-as-a-first-language agents. Hear from Clear Harbor client, Maryellen Abreu, Director of Global Technical Support, iRobot, about the advantages of working with a customer care service provider: http://www.clearharbor.biz/resource_center/index.html For more information visit www.clearharbor.biz OR contact Errol Greene: email@example.com