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Services 2018-06-01T19:02:58+00:00

Tailored for Your Business

There is no such thing as a “standard” call center.  Type of business, types of calls, other channels, company culture, size, number of locations, existing technology, staff demographics – any analysis and recommendations must take all of these factors into account.

The engagement will be customized for your needs.  It can consist of a combination of any of the elements below.

Contact Center Improvement

The contact center must perform better.

A call center audit will review the customer journey, processes, tools and technology as they relate to customer satisfaction and your business goals.

A prioritized set of recommendations, with major steps, estimated cost/effort and expected benefits are provided. Quick wins will be highlighted.

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Contact Center Improvement
Contact Center Improvement

Contact Center Stabilization

The contact center instability must be addressed.

A stability review will analyze all possible failure mechanisms, based on the symptoms you are experiencing.

A prioritized set of recommendations and corrections, with estimated cost/effort and expected benefits is provided. Low risk fixes will be quickly implemented.

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Translate Strategy into Action

Turn your customer care strategy into practical action plans and a roadmap.

Success is predicated on everyone knowing what they have to do before implementation begins – in their terms – and providing a decision framework that will guide the team over the entire endeavor. I cut through the difficult early stages quickly, working with your team to translate the strategy and goals into detailed requirements, plans, designs and a roadmap.

Risks are identified and mitigated. All this, plus deep customer care knowledge garnered through years of creating award winning call center products and delivering on customer care strategy can give you the edge you need to do it right the first time.

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Translate Strategy Into Action
Technology Guidance and Selection

Technology Guidance and Selection

Customer Care technology is changing at a dizzying pace.

As an acknowledged unbiased expert who knows the space, the products, the vendors, and the underlying technology, I can cut through the vendor’s aspirational marketing and help you select the right technology that meets YOUR needs.

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Omnichannel Customer Care

Customers want to connect with you THEIR way.

You need to separate the hype and the hope from what really provides business value. You need practical guidance to create end user experiences, select technology, staff correctly, set up workflows and processes, measure, and manage.

As the person who conceived the pioneering Omnichannel call center environment that truly integrates voice, email, chat, SMS, video and social with full auditability, I know what works and what doesn’t.

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Omnichannel Customer Care
Project Analysis and Recovery

Project Analysis and Recovery

How do you turn the prospect of failure into success?

The goal of this engagement is to address all missing requirements, and provide an achievable recovery plan that works within the framework of your organization. Wherever possible, options are provided (such as reduction of scope, feature simplification, phased delivery, etc) with simple criteria that will allow for informed decision making.

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Infrastructure Change and Consolidation

It’s complicated. Where do you even start?

Replacing customer care infrastructure is expensive, and tailoring the system to your needs will lock you into the supplier for many years.  At a time that customer care technology and the industry are in major flux, this decision is riskier than ever. 

Let me help you get what you absolutely need today, while future proofing your investment.

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Infrastructure Change and Consolidation
New Deployment Assistance

New Deployment Assistance

Your new customer care system is not meeting expectations.

Sometimes the reality doesn’t hit until the system is live.  Users are not happy.  It doesn’t work like the old system, and their expectations have not been met.

The good news is that the situation is probably not as bad as it seems. But an action plan takes an understanding of both the old and new systems and the details of your business and call center processes. It takes working with your people and your vendor.

Let me help you address this quickly.

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In House Tech Projects

Want to build the solution yourself? You don’t know what you don’t know.

If you want to do the project in house, yet want an expert resource in best practices, contact center and UC technologies in the modern IT world, let me help.  As someone who has conceived, designed and delivered award winning contact center and unified communications products in use every day by hundreds of thousands of users, I’ve been there, done that.

You don’t know what you don’t know. Let me help your team get it right the first time.

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In House Tech Projects
Customer Care Metrics and Analytics

Customer Care Metrics and Analytics

So much data. Why so little insight?

What you need is ACTIONABLE data. Simple to understand data that will allow you to correlate your performance to customer behaviors and satisfaction. Data that will permit you to do root cause analysis, so you can identify issues not only within your center, but actions in the rest of your operation that are driving contacts.

The path to getting the information you need is closer than you think.

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Expert Advisor

An expert on hand when you need one.

I am an industry expert in unified communications, customer care and call center, and I have a broad and deep understanding of current and emerging technologies. Once we get to know each other though an engagement, I am available to act in a general “as needed” advisory capacity.

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Expert Advisor