Employee Engagement:

The biggest investment a Customer Service Center makes is in its people.  Advertising for them, hiring them, training them, waiting for them to gain enough experience to be productive.  Then they leave, and we start all over, at huge cost to the organization.  What if we could keep the good ones for years instead of weeks or months?  Everything in the center goes more smoothly when we have experienced staff in place.  We study your operation from the front-line up and make practical recommendations on how you can keep more of your good employees and save tens of thousands of dollars each year.

Effortless Customer Experience:

Did you know that a customer service interaction is four times more likely to drive disloyalty than to drive loyalty?  And the disloyal are much more likely to share their unhappiness with other potential customers.  How do we mitigate customer disloyalty?  By decreasing the effort the customer has to put into dealing with us.   (THE EFFORTLESS EXPERIENCE-CONQUERING THE NEW BATTLEGROUND FOR CUSTOMER LOYALTY, Matthew Dixon, Nick Toman and Rick Delisi, 2013)  With a certificate as a Customer Experience Professional (CCXP) and more than 25 years of Customer Service Experience, Peg will map your customer’s experience, gather input from front-line employees and those who manage them, and make practical recommendations about how you can make your customer’s experience more effortless, increasing loyalty among your customers and your staff.

Process Optimization:

Let’s face it.  Nobody’s delighted with all of their processes.  But who has the time to delve into those while keeping the day-to-day on track?  We can help by starting with your front-line employees.  Who knows better what’s in the way?  We sort through their feedback, map out your processes, and provide you with action plans to save time, money and customer and employee frustration.

share best practices and strategies customized to your organization

If you are a contact center executive looking to increase revenue and decrease costs by optimizing processes or improving customer and employee experience, I’ll be happy to share best practices and strategies customized to your organization.