• Contact center start up
  • Integrated channel strategy
  • Customer experience design
  • Cloud CRM solution RFP and implementation
  • Doubled multi-channel sales month over month for the first 6 months
  • 60 day CRM implementation
  • Customer Experience Blueprint developed branding linkage to op. model
  • BPO sourcing / selection / contract / implementation
  • Contact center landscape and analysis
  • Sourcing strategy
  • CRM strategy and implementation
  • Sales development
  • Developed 3 year IT investment strategy focusing on short term ROI
  • Created and implemented multi-channel score carding
  • Multi-lingual skilling optimization led to 18% improvement in cost per interaction
  • Contact center IT infrastructure analysis
  • Landscape all contact center channels
  • Channel optimization strategy / implementation
  • Generated normalized view of all company call center functions that led to a consolidated IT investment strategy – annual savings $5M+
  • Delivered company training on call center integration with IT to optimize use of tools reducing supporting overhead by 30%
  • New contact center platform implementation
  • Contact center strategy
  • CRM design and implementation
  • Help Desk Transformation
  • Developed a multi-skill contact center environment that reduced customer wait times by 50%+ by sharing volume during peak times optimizing skill based routing plans
  • Contact center strategy model
  • Contact Center organization design
  • Identified key investments needed for profitability
  • Provided growth structure as a “pay as you grow” solution
  • Developed financial model for sizing client engagement opportunities
  • Delivered benchmarking context product for client /board education
  • New contact center platform implementation
  • Overall Contact Center Strategy
  • Patient experience blueprint
  • Help Desk Transformation
  • Ongoing “call center” to “contact center” transformation
  • Customer experience blueprint led to decreased cost / bill by 22%
  • Developed central support and service model for all contact center business units resulted in decreased cost to support by $300K annually
  • Operation Optimization
  • Telephony/Dialer/Campaign architecture
  • Culture definition and Organization alignment
  • Performance Management development
  • Reduced non-necessary FTEs by 23% to complete same transaction output
  • Decreased cost/transaction by 9% through realigning operating model
  • Simplified and optimized reporting solution creating better visibility/insights
  • Realigned existing leadership/talent where they were better suited to succeed