Collaborating with you to identify gaps and develop a strategy using this model

0. The Why - Business Philosophy, strategy & drivers

Business case, business plan, overall strategy & model

1. Initiation - if you are starting off

Location, hiring, infrastructure, core systems, processes

2. Technology - the tools part of people, processes, tools & partners
Tools, support platform, call logging, telephony, call routing, multi-channel support

3. People - your own people; as well as suppliers and vendors
Build effective teams and conduct staff appraisals regularly.

• Set clear goals for each team member.
• Manage compensation, incentives, and rewards to motivate staff.
• Plan rosters, support career growth, and focus on retention.
• Perform succession planning and knowledge management practices.
• Provide training and development opportunities.
• Enhance team dynamics and boost staff morale.
• Energize and transform teams to maximize performance.
• Improve internal communications across departments

4. Customer - the people you are serving
Segmentation, relationship, key accounts, customer communications, new customer on-boarding, customer satisfaction bench-marking, measurement, improvement, proactive service, escalations, intensive care, reference customers, marketing communications, customer loyalty, user groups

5. Finance - dollars and sense
Billing, renewals, retention, budgeting, forecasting, new business dev, new offerings, support & service programs, service & support models, contracts, grand-fathering & retiring old versions and superseded contracts, (multi)-vendor & alliance management

6. Operations - processes
Reporting, KPIs, scorecards, capacity planning, escalations, critical situations, call flow models, service delivery, continual improvement, alliances, external providers, offshore providers, 3rd level support, organisational readiness for new products, versions & releases, 24 hr support

7. Excellence - taking your operations to the next level
Customer satisfaction measurement, bench-marking & improvement, matrixed organisations, local vs global, ITIL, Lean, ISO 20000, frameworks, standards

8. Mergers, Acquisition, Exit - completing the life cycle
Integration of operations on account of mergers & acquisitions, divestitures & spin-offs, exits