Services

• Interaction Routing, Skills and Process

• Interaction Handling and Soft Skills

• Lead Generation and Qualification

• Analytical Reporting

• Customer Service Skills

• Upsell/Resell Skills

• Onsite/Remote/Hybrid Workforce

• Consultative/Value Selling Techniques

• Gamification

• Customer-Centric Operational Review

• Benchmarking (CSAT, ESAT, CES, NPS)

• Organizational Design

• Change Management

• Business Intelligence/Data Mining

• Performance Management/KPIs

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• Digital Transformation Process

• PBX, IVR, ACD

• Multi-Site Routing, Skills and Reporting

• CTI/APi

• Mobile Apps

• Customer Relationship Management (CRM)

• Customization and Integrations

• Workforce Optimization

• Dialers/Campaigns

• Staffing (When, How and Who)

• Nearshore vs Offshore and BPOs

• Leadership Coaching and Mentoring

• Leadership Development (Moving people up)

• Compensation Planning

• Emotional Intelligence

• Teamwork/Teambuilding