CSS partners with Customer Care Solutions, Inc. (CCSI) to deliver contact center consulting services.  Through our partnership, we provide services including:

• Self-Service Channel Analysis and Optimization

• Operational Efficiency Improvement

• Service Culture Transformation

• Project Management & Program Management Leadership

• Customer Relationship Management Assessment and Design

• IT Strategy Development

• Customer Satisfaction Improvement.
  

The CCSI methodology and approach includes everything from strategy, design, systems, processes, and vendor evaluation to selection, contract negotiation, and deployment.  The structured methodologies ensure that:

• The project deliverables are well-defined and easily tracked.
  

• The project deliverables are uniform and standardized, and therefore less susceptible to ambiguity or misinterpretation.
  

• The project steps are well-defined and agreed to before the project begins.

• Quality assurance is built into the process.

• All project members know what they have to do and when they have to do it.

As we work with you to evaluate your options, we ensure that all relevant environmental variables are well documented and that together, we thoroughly consider all of the effective features and functions that will be needed over the next several years: Voice over IP, aggregating multi-media capabilities, email attachments and web integration, speech recognition, IVR interfaces to your technology infrastructure, call menus, "hoteling", queuing management, and - of course - standard features such as call forwarding, caller ID, routing and transfer and teleconferencing.
 
We are also adept at applying customer research and leading best practices to the client's unique scenario in order to design a solution that best meets both short and long-term needs.

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