Consulting

 

"The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year."

                                               -- John Foster Dulles

 

Organizational Consulting

 

Customer service contact centers have to mature, just like people do.

Over the years I noticed that the call centers I worked with went through predictable stages of development -- much like a child does.  First they crawled, then they walked and finally they could really run. I documented those patterns in what I call a "continuum of development."

The Level 1 contact centers are located on the far left on the continuum. These centers concentrate on the basics: getting the phone answered and achieving stable service levels. At the opposite end of the continuum are the Level 4s -- the wildly successful customer service centers. These centers have fully integrated the solutions approach into the way they do business. Three time J. D. Power Award winner, Omaha Public Power District (OPPD) is a stellar example of a Level 4. The approach worked so well in the customer service center that senior management is requiring all employees who have customer contact to be trained as pro-active solution providers.

Senior managers find the information and recommendations from the "Next Level Productivity Assessment™" invaluable.  Its objective, "outside-in" perspective helps them achieve the next level of productivity faster, using a minimum of resources.

Challenge-specific Consulting

 

When you realize don't know what you don't know.

Have you and your management team targeted specific areas in your service delivery process that you'd like to improve or change? I can provide you with the expertise you need to meet your goals faster and economically. I work by the hour or by the project. Whatever works best.

Some examples of areas that I specialize in:
• Revising performance measures to create a "balanced scorecard."
• Improving quality assurance and monitoring programs.
• Improving productivity and transaction efficiency.
• Creating performance-based rewards and recognition programs.
• Developing customer satisfaction measures tied to service rep performance.
• Troubleshooting customer service "hot spots".
• Facilitating major organizational change such as restructuring.
• Improving front-line employee satisfaction and morale.
• Enhancing new hire training curriculum and evaluating results.
• Analyzing and improving hiring practices.
• Determining the root causes of high employee turnover.
• Interviewing and selecting managers, supervisors and team leaders.
• Providing mentoring and coaching for managers, supervisors and team leaders.