Strategic Consulting

Integrating the Call Center with your Customer Relationship Management (CRM) Strategy. Many organizations have begun to recognize the importance of having a comprehensive, enterprise-wide strategy for how they will attract, retain, and develop long-term relationships with customers. 

However, developing an effective CRM strategy that can be implemented across all customer channels is a daunting task. Clearly, the call center, or contact center, is one of the key channels for customers and therefore must be at the forefront of any customer relationship strategy. IC3 understands the “big picture” and is prepared to help management define its customer strategies. It is also capable of effectively implementing the defined strategy in the call center organization.

Technology Design

Technology plays an extremely important role in a highly functional call center. Understanding technology’s role, the options available and the best methods of implementation are keys to success. iC3 understands call center/ contact center technologies and has developed proven methods for effectively defining client requirements and selecting the right systems, software and vendors. Our technology design services address the following system and software applications:

• PBX/ACD Systems
• Voice over IP
• IVR (Interactive Voice Response)
• CTI (Computer-Telephone Integration)
• Voice/Data Monitoring and Recording Systems
• Performance Management Systems
• Workforce Management
• Training applications
• Customer Loyalty/Survey applications
• Call center/Internet integration
• Others

Training Program 

Most training efforts never get off the ground because the methods do not change behavior or the training is poorly delivered or integrated by the organization. The waste of money is tragic for such a vital investment in competitiveness.

Performance Management

Ability to create and drive results through custom programs and formula’s throughout the organization of sales and support are not available. Showing this through the demo is not available, so we cannot build a new plan at this time, as each organization is unique with client and vendor resources. We can provide a common ROI calculator for website visitors and a custom ROI for each client.