Optimizing Your Customer Support & Service Efforts
In response to the Digital Clients’ growing demand for self-service, ISM designs and implements world-class Call/Contact Centers for private and public sector organizations. We start by understanding your Call/Contact Center strategy and vision. We make recommendations on the feasibility of off-shore Call/Contact Centers, we identify strategic principles that will guide your Call/Contact Center and ensure a tight linkage with your organization’s strategic and departmental direction. We create your Call/Contact Center roadmap, highlight/resolve key Call/Contact Center operational issues, recommend Call/Contact Center technologies, and negotiate on your behalf with Call/Contact Center vendors and implementation partners.
For existing Call/Contact Centers, we also document tools and techniques used in your Call/Contact Center, introduce you to best-in-class Call/Contact Center metrics from leaders in your industry, and help you implement new or enhanced Call/Contact Center enhancements.
For additional information about our Call/Contact Center Strategy & Implementation services, call (301) 656-8448, or email us at
Since 1985, ISM has specialized in creating and implementing Customer-Centric Business Strategies that leverage CRM, Social CRM, and Social Media tools and techniques. Clients includes the American Automobile Association (AAA), Amtrak, Armstrong, Giorgio Armani, ExxonMobil, IBM, Johnson & Johnson, Johnson Controls, Kraft Foods, Macmillian, Marriott, McGraw Hill, Nike, PepsiCo, Roche, Samsung, Sara Lee, T. Rowe Price, United Way, US Department of Defense, Xerox, and many others. For a full client list, please click here.