CopperBeech Associates

optimizing your customer and employee experience copperbeech associates is focused on: contact center and business process optimization; transformation of people intensive customer service and operations functions; all with a strong focus on people, processes, and systems. contact center solutions copperbeech associates is focused on contact center and business process optimization, specializing in the transformation of people intensive customer service and operations functions with a strong focus on people (culture), processes, and systems. contact center capabilities include: assessing customer service functions and channels: mapping workflows; optimizing staffing; establishing key metrics for the customer experience; also including: workforce management solutions – with special tools designed for smaller call centers hiring and recruiting optimization: recruiting and screening tools/interviewing techniques new hire training review and optimization staff retention methodologies technology management: assessments; rfp management; and sourcing of technology partners designing, scripting, and implementing ivr and outbound automation: audio; email; and sms text third party call center partnerships: sourcing and selection of third party support of day-to-day business objectives, including testing of service and sales concepts human resources support: key manager recruitment; customer contact staff recruiting, screening, and onboarding/training (with a focus on faster productivity and retention); and, the establishment of performance standards and incentive programs myers-briggs type indicator® team building and executive/management coaching: aiding work group and management effectiveness, with a dose of contact center management principles as requested customer relationship management: acquisition and retention strategies; sales scripting; and direct mail and outbound calling material management acquisition/merger planning and support: organizational development; change management; and ensuring the continuity of the customer experience

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