- Implemented technology desktop solution improving call efficiency by 25%
- Completed service gap analysis and created roadmap supporting merger of two Fortune 500 companies in transportation industry
- Provided strategic options and framework for outsourcing decision for large contact center
- Performed contact center capacity and design analysis supporting Center of Excellence strategy leading to multi million dollar expense reduction
- Developed advanced customer satisfaction initiatives driving satisfaction levels of 97% for Representative Knowledge and Courtesy
- Operational reviews - assess current operations by performing gap analysis, developing strategic roadmaps, and optimizing workforce solutions.
- Contact center organization structure - assess contact center organization structure by supporting outsourcing initiatives, analyzing consolidation/expansion opportunities, and implementing centers of excellence.
- Help companies utilize their most important asset by identifying talent acquisition gaps, supporting training and skill development, and developing motivation/reward programs.
- Technology support - Implement technology solutions by developing business requirements, supporting vendor selection, and identifying desktop optimization opportunities.
- Business Process Design - performing workflow analysis, identifying process improvements, and developing multi-channel support strategies.
- Customer Experience - implementing voice of customer, customer satisfaction, and quality monitoring programs.
- KPI Assessment - assuring organizations have the appropriate metrics in place to drive effective behavior by reviewing current metrics, and assessing employee behavior and overall business results.
How SJS Solutions, LLC Can Help You
- Short term engagements to address a specific challenge
- Long term engagement to support a strategic initiative