Call Center Performance

We bring to our clients a broad range of proprietary performance improvement processes, carefully selected training materials, and technology solutions--all of which focus on helping you attain one or more of three aims:

to get more customers

to retain more of your current customers

to increase the contribution that each employee in your company makes to accomplish the above

Your goal is to manage for total customer satisfaction.

To achieve this, you must bring into alignment four elements of your business--its strategy, its processes, its people, and its technology.

These elements converge at the point where your customers meet your company. At this nexus is created a "moment of truth" with each customer contact. Most often, these moments of truth occur via your call center. In fact, as much as 70% of American business today occurs electronically, via telephone.

While most of that contact today is through voice telephone conversations, the rapidly spreading use of e-mail, Web, and video conferencing as channels of communication are serving to increase the importance of your call center.

This is why Career Impact has developed special expertise in call center operations as part of its service strategy capabilities. Through strategic alliances with our training and technology partners, we can bring to you experts in virtually every aspect of call center management.

Cliff Hurst is the author of a series of books on Call Center performance.