Capabilities
Workforce Development & Communications
Competitive advantage in today’s rapidly evolving e-business world is increasingly dependent on customer service as the key differentiator — regardless of how customers contact your organization.
People are the most important component in the success of a business or contact center. For example, with almost 80% of typical contact center operating budgets allocated to personnel costs, it’s critical to maximize the day-to-day performance of the contact center staff and support personnel by hiring the right people, and providing the best training, tools, supervision, recognition and career development opportunities.
CCI’s workforce and communications development services emphasize the human side of service organization operations, beginning with analyses that address the following issues:
- Screening and hiring
- Compensation
- Training
- Quality assurance
- Recognition
- Internal communication
Based on the findings from that work, we address a variety of people-related issues and facilitate a continuous stream of process improvements consistent with evolving customer needs and expectations. Typically these result in improved employee morale, higher quality and productivity, and reduced costs — all of which are reflected in bottom-line performance.
Training adults requires experiential facilitation along with instruction. To ensure customer satisfaction, service agents must practice in the classroom, not on customers. Supervisors require skills and knowledge that are unique to the service organization environment. Because training necessarily takes employees away from their primary job function, CCI uses a modular design to adequately cover the required material in the shortest time possible. CCI training sessions have been shown to provide these benefits:
- Improved customer service quality, productivity, and efficiency
- Increased retention of information, morale, and productivity
- Decreased attrition