Learning and Development Support

The fast paced high demand environment of today's service and sales organizations requires equally fast, focused and efficient organizational change initiatives. In this rapidly changing and highly dynamic environment, it is essential that organizations become more responsive to their customers, more flexible in how they do business, and more focused on their core competencies. Effective targeted learning & development is at the center of any organization's ability to adapt to changes in their environment and to be better positioned to quickly take advantage of any emerging opportunities.

Targeted training working in tandem with other all of the other components of a well designed corporate or departmental change initiative can be both essential and cost-effective. High-quality training workshops designed to complement and to accelerate the change process are a key factor in maximizing the benefits any corporate change. Customer Care Solutions is adept at developing customized workshops for clients in a way that not only meets the specific needs of the client, but can be readily updated, and can be delivered via the format or channel which is most convenient and cost effective.

Our learning development team consists of highly-skilled learning and technology professionals who design and develop training and workshop solutions for classroom or technology-based delivery. With our seasoned senior level professionals, we have provided thousands of hours of learning content for clients worldwide.

CCSI uses its consulting background to enhance the relevance and the value offered by the training courses which it develops for its clients. In creating training content, we use our formal instructional design methodology to custom-develop training for each client, ensuring that it meets the client's unique needs and expectations. Our instructional design process ensures that the training includes an effective Instructional Flow, Addresses Targeted Learning Outcomes, Provides Tools, Offers Multiple Practice Scenarios, and has consistent Elaboration of Key Presentation Points.

We're very effective at creating an interactive environment through discussion of customer situations and practice of the skills via role-playing and other means. CCSI also provides reinforcement tools (such as business cards with customer service acronyms) so that participants have readily available references on recommended techniques. The end product is a training program enthusiastically and effectively delivered to participants resulting in successful implementation of tools and techniques.

We know what it takes to make sure that dollars spent on training and development are able to deliver a high level of value and are cost effective. We also understand how essential it is to incorporate training in to the organization's overall cultural transformation process. Regardless of whether the customer interest is an enterprise wide learning transformation, a targeted learning initiative, or a technology based learning solution, Customer Care Solutions provides the depth and breadth of capabilities essential to deliver a comprehensive solution which is tailored to each clients' specific needs.

Sampling of Learning Development Services Offered

To meet the needs of any customer, we have created a portfolio of offerings which support a wide range of learning Development solutions, including:

•  Interview Skills Training	•  Customer Satisfaction and Retention
•  Leadership Skills and Performance Management	•  Balanced Score Card
•  Outbound Sales Training	•  Managing the Moments of Truth
•  Conflict Resolution	•  Service Excellence
•  Leading High Performance Teams	•  Leading a Cultural Transformation

 

Management Consulting Services

Pressure continues to increase as business leaders are asked to innovate, streamline, and automate in order to reduce operation costs, increase flexibility and maximize profitability. At Customer Care Solutions, we understand the challenges and opportunities faced by today's business leaders.

We leverage top level extensive consultants, and state of the art evaluation and design tools to effectively work with each client to identify business goals, analyze existing conditions, and assess optimal business solutions.

We don't need to tell you that finding answers to the following questions is a top priority, and key to the long-term success of your business:

•  Are processes and business practices what they need to be?
•  Are there ways to change the way we operate to reduce costs while increasing customer satisfaction?
•  Can we leverage automation to reduce operating costs and improve service to our customers?

Business is being challenged, now more than ever, to question, to evaluate, and to change the way the structure and culture of an organization operates. Cost reduction continues to be a major emphasis, but long term organic change is preferred over radical cost-cutting efforts.

One of our most critical responsibilities is to fully understand your business, your culture, and your vision and then we use all of our experience and knowledge of the industry and leading practices to help you to get there. With an average of 18 years of experience, our consultants have the skills and expertise necessary to achieve the desired results in the shortest amount of time.

Customer Care Solutions empowers its clients with critical information for informed decision-making that delivers significant short and long-term benefits. We help you to plan and navigate through the critical steps needed to implement the infrastructure and cultural changes that will take your organization to the next level of performance.

Our firm customizes the approach to focus needed resources in order to meet the unique needs and expectations of our clients. This customized approach is centered on a foundation of time-tested methodologies used to clearly define core drivers which form the foundation of the organization's culture and infrastructure.

Our client list represents a wide range of unique customer requirements and business needs requiring seasoned professionals that are adept at working in a variety of industries and environments. Our proprietary processes are based on best practices in service delivery today, and reflect over 20 years of experience in the customer service arena, including cultural transformation, strategic repositioning, and competitive organizational redesign. We also regularly conduct seminars and workshops and write articles on customer service trends, customer service strategies, and effective ways to increase customer loyalty and retention.

Sampling of Management Consulting Services Offered

To meet the needs of any customer, we have created a portfolio of offerings which support a wide range of Management Consulting solutions, including:

•  Self-Service Channel Analysis and Design	•  Customer Satisfaction and Retention
•  Employee Retention Strategies	•  Balanced Score Card
•  Workforce Scheduling and Management	•  Service Strategy Planning
•  Operational Efficiency	•  Operational Efficiency Assessment
•  Service Culture Transformation	•  Program Management Leadership

 

Technology Consulting Services

The world of contact center technologies, and telecommunications, has been rapidly expanding and reinventing itself at a mind-bending pace. Over time, we have seen dramatic changes to technology and how companies leverage this technology to achieve ever-increasing levels of efficiency.

Over the last decade, Customer Care Solutions has been a key resource and very active business advisor to top executives at some of the world's most admired corporations. We have helped to shape industry thinking by advising senior management in strategic and tactical initiatives geared to transform their customer facing operations.

As a trusted advisor and a top management consulting and technology firm focused on customer service and telecommunications, Customer Care Solutions has extensive experience in all aspects of customer service technology and understands what is needed to achieve top levels of performance.

Our methodology and approach includes everything from strategy, design, systems, processes, and vendor evaluation to selection, contract negotiation, and deployment.

We use time-tested Structured Methodologies which ensure that:

•  The project deliverables are well defined and easily tracked.
•  The project deliverables are uniform and standardized, and therefore less susceptible to ambiguity or misinterpretation.
•  The project steps are well defined and agreed to before the project begins.
•  Quality assurance is built into the process.
•  All project members know what they have to do and when they have to do it.

As we work with you to evaluate your options, we ensure that all relevant environmental variables are well documented and that together, we thoroughly consider all of the effective features and functions that will be needed over the next several years: Voice over IP, aggregating multi-media capabilities, email attachments and web integration, speech recognition, IVR interfaces to your technology infrastructure, call menus, "hoteling", queuing management, and of course standard features such as call forwarding, caller ID, routing and transfer and teleconferencing.
 
Customer Care Solutions frequently works with leading vendors of technology; however, we are in no way predisposed to one solution over another. Our expertise is in working with our clients and their technology partners, to leverage our experience and knowledge of the particular service channel. We are also adept at applying customer research and leading best practices to the client's unique scenario in order to design a solution that best meets both short and long-term needs.