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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
- Contact Center Customer Service Improvement.
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The CCSI methodology and approach includes everything from strategy, design, systems, processes, and vendor evaluation to selection, contract negotiation, and deployment.
As we work with you to evaluate your options, we ensure that all relevant environmental variables are well-documented.
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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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Service Excellence Training
Mystery Shopping
Client Exit Interviews
Retention & Growth Assessment
Culture Assessment
Perceptions Surveys
ask@cssamerica.com
704.553.7525
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