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Consulting Strategic Initiatives Tactical Implementation Quality / Training / Speaking
Client ListDePaul University
Touchpoint Associates helps DePaul University discovery and improve its students' experiences. Find out more
Sirius/XM Radio
Management Impact program helps drive Sales, Saves and Productivity for Sirius XM Radio's Inbount Contact Center. Find out more
Isagenix
Touchpoint Associates improved Isagenix' customer service and employee morale with Management Impact Program. Find out more
DePaul University
Developed a Support Roadmap to improve the technical support offered
to over 26,000 students and over 4500 staff and faculty across
university. Worked with the contact center and field services
organizations to create an 18-month plan for improvement. Developed
a new sales approach based on CRM strategies of building
customer relationships versus taking orders on the phone. Increased
the success of the center by developing and delivering a customized
sales training program for all sales agents. Developed a new
quality monitoring program and trained the management team on
effective coaching techniques.
FedEx Express
Facilitated a meeting with the Global Marketing Group to develop
priorities within the Customer Experience Management Strategy
for five key international regions. Lead the team to develop a
prioritized list of business rules that will be improved over
the next 12 months based on customer research.
Blackman Mooring
Developed an opportunity snapshot for the inbound sales center.
Developed a new sales approach based on CRM strategies
of building customer relationships versus taking orders on the
phone. Increased the success of the center by developing and delivering
a customized sales training program for all sales agents. Developed
a new quality monitoring program and trained the management
team on effective coaching techniques.
FedEx Services
Designed and implemented a new Customer Experience Management
Strategy for the company. Lead the team to develop an
18-month strategy for the dot.com marketing and automation division.
Initiated a new on-line Customer Service Portal Strategy.
Conducted field customer research to create a complete customer
experience catalog.
FedEx Express
Created an 18-month Business Strategy Roadmap
for the company's customer service organization across 26 regional
contact centers. The project included an in-depth analysis of
the entire organization (management structure and agent roles),
processes (policies and procedures), and technology (functionality
and information). Developed an 18-month Strategy Roadmap
for the company's technical support organization of more than
500 agents in five international centers.
Delta Airlines
Developed and implemented a new human resource contact center
for a large international airline. Integrated five smaller employee
service centers into one contact center. The center services more
than 20,000 employees, handing multi-channel contacts for benefits,
travel, work schedules, travel partners, retirement, etc. The
team implemented a Case Management tool to handle
all inbound interactions. A long-term plan was developed for technology
migration and integration to all relevant databases for future
call types. Designed and implemented the Knowledge Management
System for the center.
Dell Computers
Worked with the international sales contact center to improve
management techniques and drive increased sales.
Asurion
Created a Strategic Roadmap for the international
contact center organization of more than 600 agents. Developed
a new Employee Incentive Program to support customer
experience improvements. Developed a management training program
to support the front-line management team. Developed a new Supervisor
Training Roadmap.
Chrysler
Developed an Operational Scorecard to define
how changes in processes and technology could directly affect
the overall customer experience.
State of Michigan
Managed the opening of a completely new contact center organization
to consolidate 26 branch offices to three regional centers. Implemented
new IVR and CRM technology that completely automated the claims
process
Consulting Strategic Initiatives Tactical Implementation Quality / Training / Speaking