contact center consultants, call center consultants, optimization, training, self-service, expansion, outsourcing, IVR, voice, inbound, outbound, customer, experience, management
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Expand

globalnetworkconnectedExpand Your Horizons

Add people, process and technology, or move to other geographies.  In this age of globalization, it’s now a requirement to tap into resources in other states, countries or continents.  Expansion is important to survive and grow.  It takes the team, tools, timing, capital, capability and mobility to change the status quo for something new and exciting.  Many companies want to change but they get stuck.  They simply don't  acknowledge, manage and direct the company toward the new destination.  We work with clients to see, understand and accept the realities and leverage the possibilities.

Some of the obstacles to expansion are not taking the time to figure out what is value-able and what is expend–able. What is the real value of the company?  What sets it apart from other brands and what is the difference between one company and another?  It’s your people, their ability to communicate, connect and deliver on the brand promise, without disappointing anyone. 

Many companies make mistakes, by not aligning strategy with site selection, vendor selection, and not using a score card to look at the quantitative and qualitative measures if going global.  Other obstacles are just not integrating the companies knowledge systems, infrastructure and empowerment programs to produce employees that are capable, resulting in customers that are happy and a financial statement that are profitable.

What tools or services can a company employ to overcome those expansion obstacles?

We have plenty of tools in our tool-kit.  If your company needs to fast track the expansion process, we can help with RFP templates, technology assessments, access to our Vendor Information Portal (VIP) and Global Index.  These tools help companies fast track the selection process of vendors and global locations.

We can help companies reduce risk and time to expand, with our global data base on geographies.  We have data on many of the key geographies, demographics, stability, workforce, education, bi-lingual data, salaries, benefits, legal requirements to establish an operation, etc.  This helps companies to streamline the process and quickly assess the relative costs against net present values to better understand the potential for ROI.  In fact, we have an ROI calculator that our clients can use to quickly assess, modify and weight based on a number of criteria, included loaded costs for travel.  These tools help our clients better understand the global marketplace and reduce the risk of expansion.

People Convergence is the outcome-result when your organization has successfully expanded, and enabled people with technology, facilities and telecommunications in an efficient and effective manner.  It’s the brand promise and the result of a successful operation.


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March 14-16th, 2011

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