Strategy & Implementation

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.

Deliverables

• A Call/Contact Center strategy that compares your Call/Contact Center efficiency and effectiveness metrics to best-in-class metrics realized by your peers and industry
• A Call/Contact Center strategy & vision that supports your organization’s customer service orientation, including movement from telephony to internet-based servicing
• A milestone-based roadmap to help you to help you successfully realize your Call/Contact Center strategy, including the right people/process/technology mix
• A Business Case that quantifies costs and benefits of your Call/Contact Center strategy
• Implementation oversight to ensure successful realization of your Call/Contact Center strategy

Benefits

• Expert guidance to create your Call/Contact Center strategy
• Call/Contact Center efficiency and effectiveness targets that are based on achievable, best-in-class peer and industry metrics
• Assistance selecting and negotiating with your Call/Contact Center vendors/partners
• Objective Call/Contact Center strategy implementation guidance

For additional information about our Call/Contact Center Strategy & Implementation services, call (301) 656-8448, or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

About ISM

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.