Contact centers today face many challenging situations: making decisions on contact center outsourcing, migrating to VoIP, consolidating or expanding centers, designing a virtual contact center, building a solid information technology plan for the future, and much much more. We recognize many companies need to bring in third-party experts to help them introduce new initiatives or optimize the strategic value of their technology and operations.
The team at Americas 1000 has over 30 years of experience with contact centers large and small. We've been on the front lines helping companies plan for change and growth, evaluate new technologies and services, revamp and reorganize their operations and processes, develop outsourcing and virtual call center programs, and conduct business case analysis.
Whatever project we're working on, whether it is for a Fortune 1000, Inc 1000, Forbes 1000 or a small to medium businesses, Americas 1000’s clients are relying on our thoughtful perspective and empowering approach to drive results. By leveraging our years of experience and proven methodologies, we bring immediate value to any project with our depth and breadth of knowledge.
Americas 1000 is an independent consulting firm that loves contact centers and the interesting challenges they offer. We provide unbiased, objective perspectives based on our deep experience with operations, organizations, processes and technologies.
We take great pride in our ability to exceed client expectations by taking a partnership approach, working closely with clients to achieve their business goals through meticulous planning and execution of projects.
We specialize in the following key Customer Contact consulting areas:
Strategic directional analysis and reviews of performance for multi-channel and traditional customer contact centers. Our expertise includes developing the strategic and tactical roadmaps for performance improvement with suggested timelines, resources, and milestones to optimize people, process, and technology.
Alignment of call center processes with corporate goals, resulting in improved customer retention, staff optimization, and cost efficiencies. Our expertise includes the design, development, and implementation of organization structure, selection, compensation/reward systems, QA, staff utilization, training, and Policy.
Vendor-neutral technology assessment and selection. Our expertise includes developing the business and functionality requirements, the business case, and ROI’s as well as vendor-neutral short-lists, RFP’s and criteria for evaluation and selection for traditional and multi-media contact center technology and CRM applications.
CRM business requirements and selection. Our expertise includes documenting the customer contact and backend fulfillment processes, functionality, and requirements as well developing ROI’s, RFP’s, vendor-neutral short lists and criteria for evaluation and selection.
- Contact center consolidation for multi-site and branch operation optimization.Â Our expertise includes developing "as is" and the "to be" business requirements, the business case, ROI's, and potential scenarios as well as the migration strategy, planning, implementation, testing, and roll-out for both physical and virtual customer contact consolidation.
- Redesign of key call center end-to-end processes, including backend fulfillment. Our expertise includes documenting the “as is” as well as the “to be” customer contact requirements and redesigning processes to improve first call resolution and increase efficiency. This can be conducted as part of a CRM initiative or as a stand-alone project.