Buyer's Guide Directory

Call Center Consulting


The Taylor Reach Group, Inc. 

The Taylor Reach Group, Inc.(Taylor Reach) a call and contact center consultancy, takes a ‘hands-on’ holistic approach to improving customer interaction and call/contact center strategies, by examining every aspect of the call/contact center interaction process. Each Taylor Reach consultant has a minimum of 20 years of senior contact center operational management. Since 2003 Taylor Reach has delivered award winning results to hundreds of Fortune 500, Global 1000 and SMB’s, in virtually every vertical imaginable. We understand the ‘thousands of moving parts’ that make up any contact center and appreciate that the contact center is the single most influential element in delivering an effective customer experience, happier customers and happier employees.

We assist our clients to improve operation effectiveness and efficiency, select new technologies; new site locations, evaluate the benefits of remote agents, social media, self service and/or outsourcing as well as drive revenues, sales conversion and convert cost centers into profit centers. We also complete customer research and benchmarking projects.

We deliver proven results, driving operational innovation. We guarantee your success by guaranteeing a 300% ROI on recommendations we make. Today more than 14,000 agent desktops globally employ Taylor Reach designed operational models. Call Colin Taylor at 416-979-8692 ext 200 or ctaylor@thetaylorreachgroup.com or visit us on the web at www.thetaylorreachgroup.com

http://twitter.com/colinsataylor

http://www.linkedin.com/in/colintaylor




Contact Center Pipeline is the industry’s leading instructional journal focused on driving success through effective contact center management. Each issue features in-depth perspectives on the call center market, best practices and trends, technology and people issues that impact the customer experience. Draw upon CCP’s incisive analysis to help you make better decisions about your career and your center.

www.ContactCenterPipeline.com
info@ContactCenterPipeline.com



Linksys Call Solutions LLC: We Answer Today's Needs


No matter your company's size, you can enjoy the benefits of working with a professional, productive and proven call center right here in the U.S.

Linksys Call Solutions should be your partner for call center outsourcing because:
You can return your focus to your core business. Your time is valuable. Don't let the phone take it away from you.

Eliminate operation expenses. Hiring, training, payroll, overhead and equipment can weigh on your bottom line. We have these resources ready for you.

Meet your changing needs. Whether your programs need to ramp up or slow down, we can handle it. Seasonal changes, fluctuating customer demand, all can be handled quickly.

Lower your risks. Our experienced team will handle your program. Our vast store of knowledge and experience will save you from reinventing the wheel.

Services we offer include:

. Hotlines
. Telemarketing
. Pre-sales Support
. Post-sales Support
. Answering Services
. Virtual Receptionist
. Nationwide Call Center
. Customer & Product Support
. IT & Application Support Services
. 24 Hour Message and Pager Service
. Inquiry Handling
. Live Receptionist
. Technical Support
. Payroll Processing
. Payment Processing
. Back Office Services
. Billing & Financial Services
. Pharmaceutical Research Trials
. Appointment Taking & Processing
. Order Taking & Order Entry Services

Give us a call today at 1.855.880.CALL(2255) or email
cary@Linksyssolutions.com and we'll be delighted to discuss how we can help
your bottom line and peace of mind.


Execs In The Know - a division of M.E.R.
Execs In The Know is a diversified Professional Services Company. We are dedicated to providing a wide range of services to professionals who own the unique focus and accountability for their “customer”.

If you are looking for experts in the “customer” strategies, you have found your partner with Execs In the Know.

Services include: Community Management, Live Interaction and Professional Services.

Live Interaction includes our national events, webinars and radio show for Voice of the Customer professionals.
Professional Services include Executive Talent Acquisition, HR Services, and professional introductions.

The requirement to engage/manage your “customer” crosses all boundaries of organizations. Our services are uniquely designed to address the challenges “service” industry professionals are tasked with. We are advocates of the “customer”, your customer.

Our Mission Statement is to explore the definition of Customer Response Leadership; the transformation of emerging customer response channels and the various enterprise customer lifecycles that drive the market success and corporate valuation of an organization.

Our Vision is to empower executives to offer a more substantive dialogue about how to leverage existing customer response channels and couple that reach with new and undefined emerging channels.

Our Goal is to bring together executives - virtually and face to face- to discuss core issues and opportunities facing their industries. We will serve our community by knowledge sharing, educating, networking, rewarding and connecting them in a way that will positively impact their individual businesses.

Contact: 866-991-3555
E-mail: mcdaniel@justcareers.com




LiveOps
LiveOps is transforming sales and service work. The company offers innovative solutions aimed at solving technology and workforce needs for today's businesses. The LiveOps Contact Center Cloud Platform is the award-winning technology platform that enables companies to enhance their consumer experience while achieving measurable operational efficiencies. Based on this same cloud-based platform, LiveOps offers Workforce Cloud, the largest marketplace for call center workers, uniting more than 20,000 independent agents with companies in a wide range of industries including financial, health, insurance, retail, marketing and media. The company has created an environment where work and talent are unconstrained by geographical boundaries, and the right people are engaged in the right work at the right time. The company has been recognized by business and government organizations for its technology, innovative business model and visionary leadership team. LiveOps is headquartered in Santa Clara, California. Contact LiveOps at 800.411.4700 or visit
www.liveops.com. 




Service Strategies

Service Strategies advances service excellence through training, certification, consulting and industry standards programs that ensure delivery of consistent, high-quality customer service and support. The world's leading service providers use our Service Capability & Performance (SCP) Standards as a roadmap for service excellence.

Links to Our Site
Service Strategies Website
(www.servicestrategies.com)

Training and Certification Programs
(http://www.servicestrategies.com/training/)

Service Capability & Performance (SCP) Standards
(http://www.servicestrategies.com/scp-standards/)

Service Strategies Blog
(http://servicestrategies.com/blog/)

LinkedIn Networking Group
(http://www.linkedin.com/groups?gid=120219)

Twitter
(@SvcStrategies or http://twitter.com/svcstrategies)

Facebook
(facebook.com/ServiceStrategies)

You Tube
(http://www.youtube.com/servicestrategies)


Company Profile
Service Strategies advances service excellence by providing industry standards, certification, training and consulting services that ensure delivery of consistent, high-quality customer service and support. Service Strategies applies a proven benchmark process to its programs that measures and drives effectiveness for continuous service improvement. We specialize in improving customer service, technical support, eservice, field service and professional service operations.

The world's leading service and support providers use Service Strategies' Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a qualitative and quantitative measure of success. In addition, our career development programs have improved the skills and capabilities of service professionals worldwide, while our strategic advisory and consulting services are helping industry leading service organizations optimize business operations and achieve substantial performance gains.

To learn more about Service Strategies' industry leading solutions and what they can do for your business, Contact us at info@servicestrategies.com or call 858.674.4864 or 800.552.3058 toll free in North America.

Product and Service Information

The Service Capability & Performance (SCP) Standards

The Service Capability & Performance (SCP) Standards establish the global benchmark for service excellence. Developed by Service Strategies, in cooperation with approximately 50 leading service and support organizations from around the world, the SCP Standards have enhanced the capabilities and performance of service operations worldwide since 1998. The internationally recognized standards define best practices for delivering world-class service and support, quantify performance levels, and establish a foundation to build on existing quality processes.

Training and Certification Programs

Service Strategies provides a host of career development, training and certification programs for service and support professionals at the individual contributor and management levels. Our course content and instructor expertise sets our programs apart from anything else in the industry. We will help you gain measurable results through our collaborative process of setting expectations, measuring performance and reinforcing behaviors. In addition, our programs will prepare you for the globally accepted SCP Career Certification credential.





Envision is a pioneer in delivering innovative team coaching and performance improvement products and services to the contact center. Envision's landmark and industry-renowned Click2Coach® fully integrates the value of quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities.

Envision marries the power of Click2Coach and Envision Workforce Management™ together on the award-winning Envision Centricity® Web-based workforce optimization (WFO) technology platform to deliver a full spectrum of ROI-driven efficiency and effectiveness gains that meet the most specific and unique objectives of customer-focused organizations worldwide.

A commitment to unparalleled customer-centricity is at the center of the company's mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

OKS-Ameridial Worldwide
OKS-Ameridial Worldwide was founded in 1987 and is a premier global provider of contact center and business process outsourcing solutions. OKS-Ameridial provides a comprehensive mix of Business-to-Business and Business-to-Consumer customer relationship management solutions that help its clients increase their revenue and profitability. From customer acquisition to retention and growth, from customer service to customized market research, OKS-Ameridial delivers a fully integrated suite of solutions using its global network of onshore, near-shore and offshore operations.

OKS-Ameridial has been ranked as a "Top 50" teleservice agency since 1992 by Call Center Solutions magazine. In 2006, OKS-Ameridial received the #1 ranking in the "Best in Class" award for Teleservices Agencies as selected by customers from Technology Marketing Corporation (TMC).


With over 12 production and sales centers all around the world, OKS-Ameridial Worldwide serves as a contact service company offering the very highest quality services, with extremely economical pricing.

OKS-Ameridial holds membership in the following industry associations: American Teleservice Association (ATA), Direct Marketing Association (DMA), The Society of Consumer Affairs Professionals in Business (SOCAP), Sales and Marketing Executives (SME), and Northeast Ohio Direct Marketing Association (NODMA).

Please contact us at 800-445-7128 or visit our web site at www.oksameridial.com

Synergy Solutions
Synergy Solutions is a premier provider of outsourced call center services focused on elevating the customer experience and client branding. Synergy specializes in both inbound and outbound customer acquisition, customer care, retention and loyalty management programs in English, Spanish and French with a network of call centers throughout the United States. Specialized verticals include financial services, healthcare, insurance, telecommunications, energy, publishing and political advocacy/voter contact.

Contact:
Lori Fentem, President
Synergy Solutions, Inc.
20235 N. Cave Creek Rd. #104-612
Phoenix, AZ 85024
602-296-1600 phone
480-383-6301 fax
llfentem@callsynergy.com

 

Communico Ltd.
Communico Ltd. partners with organizations to help them build a culture that consistently inspires and delivers exceptional service. Based on 25 years of experience, we have identified the five organizational elements needed to sustain a service culture that creates memorable customer experiences. In addition to our M.A.G.I.C. ® training programs, we provide consulting and coaching to ensure long-term impact. Examples include:

Assessment:

• Benchmark the current reality of your service culture using our MAGIC Service Culture Assessment

• Assess your service delivery using our measurement tool, the 33 Points of MAGIC, or customer surveys

Alignment

• Partner with you to create a Customer and Employee Vision, and prepare for a roll-out to all employees

• Develop a communication plan and help define roles and responsibilities

• Develop quality service standards for phone, face-to-face and email contact to achieve your vision and business goals

Contact:
Diane Berenbaum
Senior Vice President
Communico Ltd.
www.communicoltd.com
(203) 226-7117
Diane.berenbaum@communicoltd.com

Co-author of How to Talk to Customers: Create a Great Impression Every Time with M.A.G.I.C. ®.


ARC, LLC
ARC, LLC was founded in 1996 by Cheryl Thibault. With a home base in Litchfield, Connecticut, ARC services large and small call center clients across the nation and in every avenue of business.

The ARC team is made up of dedicated professionals experienced in call center quality assurance, remote call monitoring and analysis, and telephone mystery shopping. Our company is committed to creating employment opportunities for disabled adults and home-based parents looking for a career that will fit both their needs and their talents.

The ARC Mission
Our Mission is to help our clients deliver outstanding call center service with every interaction through detailed call analysis, individual call coaching sessions, and competitor analysis, ARC works to keep our clients at the forefront of their industry in customer satisfaction and retention.

All of our programs are designed to provide objective, impartial observations to measure the quality of service provided by your call center representatives. The customer may call the first time due to good advertising or a great price - but it's your outstanding service that creates loyal customers that keep coming back!

Contact ARC to start planning your custom call center program at (800) 993-6093 or via our convenient website contact form.