The contact center has become the principal human “touchpoint” for serving both consumer and business markets. It is the largest single channel through which most organizations communicate with their customers, prospects and employees. With the added support of CRM, Web access, and other technologies, the contact center is one of the most cost-effective and profitable ways to maintain service, sales, and marketing communications with customers.

Like most major operations, contact centers operate largely outside the line-of-sight and principal expertise of the marketing, customer service, sales, and service/product management executives they serve. Anyone who has worked in a situation like this knows that outside consultants can be very helpful to these executives for achieving the objectives they have for their contact center operations.

Executives who are facing challenges regarding their organization’s contact centers frequently contact pepitoneworldwide. Among their requests, these are the more frequent challenges we are asked to resolve:

• Identifying high-leverage opportunities for improving, maximizing, or optimizing the performance and productivity of contact center operations
• Improving customer service, satisfaction, and sales without increasing costs
• Reducing regular operating costs without sacrificing customer service and satisfaction levels
• Aligning and integrating contact center operations with corporate strategic priorities and initiatives
• Providing counsel regarding the application, vendors, selection, design, implementation, and introduction of new technologies
• Solving problems regarding workforce recruiting, training, motivation, and retention

The volume of such requests, coupled with the success of our work to improve performance and reduce operating costs in contact centers, has encouraged us to introduce several pre-integrated solutions based on what we have proven effective in other contact centers. Here’s just a quick mention of these new services. These services are available now, though we will not begin promoting them until the third Quarter of 2004.

1. Business Performance Optimization™—a comprehensive four-strategy path to operational optimization
   • 3σ(sigma) Service Advantage—achieving 93.3% customer satisfaction
   • Customer Relationship Selling—maximizing total customer value
   • Lean Operations—eliminating waste to save 20% to 40%
   • Great Place to Work—gaining recruiting/productivity/retention advantages
2. FastAgent™—a comprehensive training and development system to create highly productive agents
3. Service & Sales Performance Improvement—30% to 500%, without new technology
4. Operating Expense Reduction—20% to 40%, without new technology
5. On-boarding New Agents—maximizing agent effectiveness and retention
6. Precision Learning Method™—training new agents for complex operations, systems, services, and products
7. Contact Center MBA™—advanced post-industrial management education

Have you thought about enlisting the help of the leading consultant in organizational operations? Contact pepitoneworldwide today at information@pepitone.com and tell us how we can support your work.