ISM Formally Launches Contact Center Practice to Help Enterprises Address Needs of Today's Digital Client; Contact Centers are Gateways to Improving Customer Experience
Continuing to deliver strategic value and best practices to organizations' customer-facing initiatives, ISM Inc., a premier CRM and contact center consulting firm, today announced the formal launch of its results-driven Contact Center practice. The practice helps enterprises transform their call contact centers into profit centers that deliver superior customer service, improve the customer experience and are closely aligned with the strategic direction of the company. "The knowledge, guidance and best practices we received from ISM has helped transform our contact center into a growth channel," said Karri Lough, director, global consumer affairs for Radio Systems Corporation.
Bethesda, Md. (PRWEB) April 2, 2008 -- Continuing to deliver strategic value and best practices to organizations' customer-facing initiatives, ISM Inc. today announced the launch of its results-driven Contact Center practice. The practice helps enterprises transform their contact centers into profit centers that deliver superior customer service, improve the customer experience and are closely aligned with the strategic direction of the company.
With more than 23 years' experience as premier CRM and Contact Center industry advisors, ISM helps organizations worldwide understand the bigger picture of the contact center's role in customer relationships. Implementing the right contact center processes, tools and metrics will help raise productivity, decrease costs and improve customer service and satisfaction.
"Contact centers are gateways to improving the ultimate customer experience," said Barton Goldenberg, president, ISM. "An organization's multi-channel customer strategy must acknowledge and support appropriate customer-facing business processes and technologies so that it meets consumer expectations along their buying journey."
ISM's strategic contact center approach zeroes in on each client's unique and critical success factors to help them identify and correct gaps in their contact center's performance to improve the effectiveness and efficiency of the operation and overall customer satisfaction.
"The knowledge, guidance and best practices we received from ISM has helped transform our contact center into a growth channel," said Karri Lough, director, global consumer affairs for Radio Systems Corporation. "The ISM leadership team and the contact center strategy they recommended led us to change internal processes, which yielded key efficiencies and gave us visibility into more affordable alternatives to meet our technology needs."
ISM has developed a proven methodology to help contact center clients and utilizes the Purdue University Center for Customer Driven Quality benchmarking tool to measure more than 28 critical contact center effectiveness and efficiency components against industry standards.
Additional ISM contact center services include:
| | - Analysis of current agent training programs, hiring practices and workforce optimization processes;
- Action plans for narrowing identified performance gaps in the contact center's people, process and technology;
- Structured mentoring programs for contact center executives including monthly coaching with ISM subject matter experts;
- A best-in-class Learning Journeys program that provides executives an opportunity to visit and learn from established contact centers; and
- Negotiations with contact center vendors and implementation partners, among others.
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For more information about ISM's Contact Center practice, including strategy and implementation services, call Michael Feinberg - Director of Business Development (877) ISM-GUIDE or (301) 656-8448.
About ISM
Founded in 1985, ISM Inc. offers strategic advisor services to organizations planning and implementing Customer Relationship Management (CRM), Contact Center initiatives and Digital Client initiatives. ISM annually publishes The Guide to CRM Automation and Top 15 CRM and Real Time CRM software reviews. Barton Goldenberg, founder and president of ISM, is the author of CRM in Real Time (published by Information Today) and CRM Automation (published by Prentice Hall) and is a columnist for a number of publications including CRM Magazine. ISM private sector clients include AAA, Delta Faucet, ExxonMobil, IBM, Lucent Technologies, McGraw-Hill, Nike, NYSE, PepsiCo, Roche and United Way; ISM's government clients include the Department of Defense and the US Postal Service.
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