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Case Studies filtered by Contact Center:



Contact Center Assessment Nets Improved Customer Service & Reduced Costs for National Newspaper

National Newspaper wishes to project future needs, assess the performance and potential of the current consumer sales and support operations and determine whether/how to outsource all customer contact functions. They currently serve customers via a combination of in-house and outsourced contact centers providing customer support via web, chat, email and telephone. Alliant conducted the assessment, […]

Comprehensive Organizational Realignment for Regional Non-profit

METRO/OUTSTATE NONPROFIT WITH ~220 EMPLOYEES providing career, social enrichment, transportation and fiscal management (FME) services to ~3,000 developmentally disabled clients and their families.  Organization wishes to establish a contact center and evaluate and realize other structural and operational opportunities to improve client service delivery and organizational flexibility in anticipation of major legislative reforms. Project spanned […]

Large U.S. Independent Practice Association Improves Service, Efficiency and Compliance

IMPROVE SERVICE to health plan participants, ensure compliance with health plan contract SLA’s, and increase the efficiency of IPA and member-physician operations Project Focus Customer Service, Medical Affairs, and Claims Departments in Health Plan Association and Member Clinics Assess, redesign, and implement new workflows, processes, policies, procedures and operational structures Improve service and performance Client […]

Big 10 University Veterinary Medical Center Improves Service, Efficiency and Patient Flow

IDENTIFY AND REALIZE POTENTIAL contributions from improving the productivity and effectiveness of a teaching, research and practicing Veterinary Medical Center to optimize capacity, and increase competitiveness and profitability Project Focus Document and evaluate current operations, and develop specific recommendations and implementation plans to increase revenue, service, quality, productivity and morale while sustaining ongoing operations and […]

Top 5 U.S. Home Healthcare Provider – Service Center Consolidation Feasibility Study & Pilot

ASSESS THE FEASIBILITY and performance impacts of consolidating customer service call center operations, design and support an implementation plan for the consolidation of three centers into one location as a consolidation pilot Project Focus Assess workflows, functions, activities, policies, procedures, and practices of the three call centers intaking new patients and orders to identify opportunities and barriers to consolidation.  Conduct […]

Top 10 U.S. Metro Daily Newspaper Advertising Sales & Audience Development

REDESIGN RETAIL ADVERTISING SALES incentive programs, goal setting, communications, territory alignment, inbound sales/contact functions, improve service, quality and productivity Project Focus Redesign Retail Advertising sales incentive programs, goal setting, communications, and territory alignment Redesign Classified Advertising incentives, goal setting, communications, and inbound sales/contact operations Consolidate Classified and Circulation Call Centers to improve service, quality and […]

Regional Cable MSO Dispatch Realignment

IDENTIFY PERFORMANCE IMPROVEMENT OPPORTUNITIES related to process and organizational re-alignment across 13 dispatch operations spanning four states.  Particular interest in determining if dynamic routing, dispatch and/or consolidation of dispatch operations would make sense Project Focus Conduct an operational assessment of representative locations to determine: What would be gained in terms of improved customer and employee […]

Top Ten Metro Daily Newspaper

IMPROVE SERVICE QUALITY AND PRODUCTIVITY LEVELS related to Retail Advertising Sales and Support, Pre-Press, Ad Production and Spec Ad design to reduce labor costs and adjustments to revenue while increasing Customer Satisfaction. To increase Classified Advertising revenue, improve customer service, and reduce abandoned calls, makegoods, adjustments and other costs.  To increase Circulation sales effectiveness and […]

Major Metropolitan Newspaper – Classified Advertising Department

INCREASE ADVERTISING REVENUE, improve customer service, and reduce abandoned calls, makegoods, adjustments and other costs Project Focus Assess, redesign and implement new workflows, practices, procedures and organization structure to improve quality, service and productivity, and reduce costs in the classified sales, administration and accounting departments. Financial and Operating Benefits 21% increase in revenue per hour […]

Major Metro Cable TV Contact Center

ENHANCE THE PERFORMANCE OF THE CONTACT CENTER of a major metro provider of cable TV, high-speed data and telephony services during a time of rapid growth, increased competition, and the introduction of complex new products and business information systems Project Focus Lead an internal team in the redesign and implementation of a new Customer Contact […]

Public Safety Radio Communications System Implementation Planning And Design

DEVELOP THE MASTER PROJECT PLAN for the design and implementation of an interoperable 800 MHz trunked subsystem The system is for a core metropolitan county encompassing police, fire, EMS services and 911 Dispatch for 13 municipalities, all sheriff’s departments and Homeland Security/Emergency Management, to be part of a shared regional public safety and public service […]

Mid-Sized New Media Organization

DEVELOP “BEST PRACTICE” MODELS for the post-sale, production, maintenance, service and billing elements related to these services as well as an effective, efficient approach for implementation and training at various customer sites that will ensure quality and service performance that drives customer retention and growth for a new media organization has developed software to facilitate […]

A Middle Market Newspaper in the U.S.

INCREASE CIRCULATION AND RETENTION, customer service, and operational performance and establish continuous improvement practices in the Circulation Customer Service Call Center and eight Distribution Centers Project Focus Designed and implemented a customer focused Circulation Distribution and Customer Service operational model to improve customer service quality and overall performance Reorganized and streamlined work flows to improve […]

One of the 10 Largest Newspapers In The U.S. Improves Service and Customer Retention

INCREASE HOME DELIVERY CIRCULATION, CUSTOMER SERVICE, customer retention and improve operational performance so that service, quality and retention are maintained long term, while reducing costs Project Focus Conducted an operational assessment, designed and implemented the recommendations for a “customer focused” Circulation Distribution and Sales Organization to increase retention, service, quality and operational performance while reducing […]

Fast-Growing Manufacturer with Global 25,000+ Multi-Level Sales Force – IT Help Desk

DESIGN AN OPERATIONAL MODEL FOR AN INTERNAL PC SUPPORT HELP DESK and an action plan for its implementation in multiple locations throughout the U.S.  Simply stated, create a “World-Class Help Desk Operation” Project Focus Evaluated existing levels of customer service, process work flows, controls, communications and project management systems that influence the relationship between the […]

A State in the Process of Completing Planning Tasks for the Implementation of a Regional Public Safety Wireless Communication System

DESIGN AND FACILITATE THE DEVELOPMENT OF TALKGROUP plans and radio features selection for eight state agencies that will bring the project back on schedule Alliant Joined When Talkgroup planning process is 7 – 8 months behind Delays caused increased cost to vendor and the state Further delays will compromise deployment and add significant cost Planning […]

National Cable MSO –Field Support Services: Dispatch and Event Management Centers

ESTABLISH A FIELD SUPPORT SERVICES ORGANIZATION; design and implement a standardized operating model to improve efficiency and effectiveness of field services dispatch and the monitoring and coordination of responses to HFC plant failures across a 2M + subscriber region encompassing two major metro markets and surrounding areas Project Focus Lead and supported internal teams to […]

National Cable MSO Network Operations Center

COMMUNICATION REGARDING NETWORK OUTAGES (customer impact, fix efforts, repair status, etc.) was reactive, incomplete and/or unclear and often misdirected. This created confusion, frustration for leadership and Care staff, and in some cases interfered with repair efforts Project Focus Design and lead a review of the NOC and key fix agent functions to identify factors contributing […]

Metro Public Safety Radio System 911 Dispatch Center Design

A METROPOLITAN COUNTY ENCOMPASSING police, fire, EMS services and 911 Dispatch for 13 municipalities, all sheriff’s departments and Homeland Security/Emergency Management is joining the Regional 800 MHz Communication System, developing its own subsystem in concert with the overall regional communications plan Project Focus Recognizing the transition to an interoperable, digital trunked radio system from traditional […]

National Cable MSO Network Operations Center

COMMUNICATION REGARDING NETWORK OUTAGES (customer impact, fix efforts, repair status, etc.) was reactive, incomplete and/or unclear and often misdirected. This created confusion, frustration for leadership and Care staff, and in some cases interfered with repair efforts Project Focus Design and lead a review of the NOC Fix agent functions to identify factors contributing to and […]

HR Shared Service Provider for Regional Credit System with 50+ Banks

MEET BENEFITS ADMINISTRATION EXPECTATIONS without increasing fees Project Focus HR Support Provider’s Payroll, Benefits, Communications, Benefits Product Management, and Business Management areas Measure and improve customer service levels following implementation of a new HRIS system the year before Conduct operational assessment of processes and practices related to the HR Shared Services Center Design a detailed […]

Top 10 U.S. Metro Daily Newspaper Classified Advertising

IMPROVE EFFICIENCY AND EFFECTIVENESS of the in-bound customer contact operations across all categories of Classified Advertising Project Focus Classified Advertising Sales at a Large Daily Newspaper Develop and implement comprehensive operational  recommendations for inbound contact activity across all categories of classified advertising Improve service, quality, and productivity through operational changes Client Gains: Financial and Operating […]

Top 10 U.S. Metro Daily Newspaper Audience Development Improves Service and Sales

INCREASE SERVICE AND SALES EFFECTIVENESS, reduce customer churn, and decrease operating costs across nine circulation-focused operating divisions Project Focus Metro Daily Newspaper’s Audience Development Operations, including Direct Sales, Telemarketing Sales, Customer Service, and Delivery Operations Assess, redesign, and implement new workflows, processes, policies, procedures, and organizational structure Client Gains: Financial and Operating Benefits 27% increase […]

National Cable MSO Consolidation

CONSOLIDATE OPERATIONS across seven separate system locations serving over 500,000 customers without a hitch – in fact, with improvement – in quality, customer service and cost efficiencies Project Focus Cable TV Customer Service, Dispatch, Field Services, Plant, Warehouse, and Sales Operations Assess seven locations and their operating processes, with the goal of smooth and effective […]

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