Contact Center Solutions. Improved Customer Experiences.
Put simply, ICMI Consulting solves contact center challenges and helps improve contact centers' customer experiences.
No matter the situation, we have the solutions that are ready to help today, and we recognize that contact center solutions are only as relevant as the challenges they help solve. This is precisely why we consider every client situation from an objective, client-focused perspective. Whether our clients know exactly which solutions they need, or have more of an interest in solving their needs based on unique challenges, we partner with our clients to discover the best possible solution for each situation.
Listed above are some of the most common challenges our clients face today. Click on each one to discover which
ICMI Consulting solutions would be most relevant for each, and the types of benefits they help yield.
Improve Customer Experiences
You might be thinking...
"I want to increase customer lifecycle values"
"I want to decrease customer churn"
"I would like to compete—and differentiate—on the quality of my service"
- ICMI Solutions
- Customer Experience Assessment
- Workflow Design/Analytics
- Quality Program Optimization
- Customer Access Strategy
- FCR (First Call Resolution) Analysis
- Client Benefits and Values
- Improved customer lifecycle value and profitability
- Increased customer loyalty
- Ability to compete and differentiate based on the quality of my services
- Company brand is now recognized as a service quality leader and innovator
Get to the Next Level
You might be thinking...
"I'm doing well, but what can I do better?"
"What are the optimum standards for my operation?"
- ICMI Solutions
- Customer Experience Assessment
- Site Certification
- Performance Management Strategy
- Process Optimization
- Client Benefits and Values
- Recognized as a customer experience innovator
- Ability to leverage service quality as a differentiator
- Ability to consistently evaluate success and Increase operational effectiveness
Fix Employee Attrition
You might be thinking...
"My training & recruiting costs are higher than they should be"
"I'm seeing high turnover within the first 90 days"
"I'm experiencing reduced productivity due to increased employee turnover"
- ICMI Solutions
- Customer Experience Assessment
- Contact Center Cultural Assessment
- Employee Satisfaction Surveys and Analysis
- Performance Management Program Development
- Client Benefits and Values
- Training and recruiting investment is actualized and optimized
- Improved productivity and morale
- Ability to provide consistent customer experiences
Increase Revenue In My Contact Center
You might be thinking...
"How am I up- and cross-selling today?"
"Am I getting the most out of every interaction with my customers?
"Do our agents view themselves as brand ambassador"
- ICMI Solutions
- Customer Experience Assessment
- Service-to-Sales Transformation Program
- Sales Program Design
- Agent Sales Training
- Client Benefits and Values
- Ability to effectively up- and cross-sell—and fully recognize how it’s being achieved
- Optimized customer touchpoints, which help drive increased revenue
- Empowered and passionate employees who engage every customer to meet and exceed their needs
Cut Costs But Maintain Customer Service Levels
You might be thinking...
"How do I reduce costs without sacrificing my customer experiences?"
"How do I reach beyond just focusing on efficiency to focus on both efficiency and effectiveness?"
"How do I make the case for organizational change?"
- ICMI Solutions
- Customer Experience Assessment
- Performance Management Program Development
- Business Case Development
- Workflow Redesign
- Call Flow / IVR Design
- Case Management
- Incident Management
- Call Center Cost Analysis
- Client Benefits and Values
- Ability to effectively manage the dynamic between reduced costs
and sustained customer loyalty
- Ability to provide highly effective services at a reduced cost
- Effectively champion and implement positive transformational change for my organization
Fix Service Levels
You might be thinking...
"I see seasonal fluctuations in my service levels"
"My agents are well trained, but handle times still seem high"
"I'm experiencing challenges in accurately forecasting workload"
- ICMI Solutions
- WFM Optimization Assessment
WFM Implementation and Improvement Programs
- Staffing Model Development and Analytics
- Bullseye (our outsourced WFM solution)
- Client Benefits and Values
- Ability to consistently and accurately forecast workloads
- Customer satisfaction is very high
- Customer queries are resolved quickly and efficiently
Improve Workforce Management
You might be thinking...
"I've invested in WFM software, but it is not working"
"I don't have confidence in my WFM team"
"I want to develop a WFM team"
- ICMI Solutions
- WFM Optimization Assessment
- WFM Implementation and Improvement Programs
- Staffing Model Development and Analytics
- Bullseye (our outsourced WFM solution)
- WFM Mentoring
- Client Benefits and Values
- Ability to improve service levels and costs
- Ability to effectively staff the contact center
- Optimization of WFM efforts and investment
Hire and Keep the Right Talent
You might be thinking...
"I just lost a key employee and need help now"
"I need help managing a major change"
"I want to start a new process, but I don't have the talent in-house to effectively make it happen"
- ICMI Solutions
- Executive Replacement
- Project Management
- Bullseye (our outsourced WFM solution)
- Client Benefits and Values
- Ability to leverage the experience and expertise I need
- Ability to avoid the challenges of doing it myself and/or learning as we go
- Ability to maintain continuity while searching for a replacement