Lead an internal team in the redesign and implementation of a new Customer Contact Center operations model to meet their division’s goals and vision of improved service, quality and productivity including inside sales, customer service, technical support, quality control, collections and retention
Opportunities were identified that led to the following achievements:*
Key changes identified and implemented include:*
* Key changes and performance improvements were achieved without increasing staffing levels
"I also wanted to mention how much we appreciate all of the feedback that Alliant has given to (us). The strategic benchmarking analysis and evaluation that Alliant provided will now allow our company to establish leadership performance targets. This not only gives credibility to the data that we provide to our top management but validates that we are heading in the right direction with our key performance indicators. Alliant has also helped us understand the gaps in our lower performers and the implications to our internal/external customers. This prioritization will focus our efforts on opportunities that really matter. Thanks,"