AREAS OF EXPERTISE & EXPERIENCE:
CRM – Customer Relationship Management - B2C and B2B – ACT – GOLDMINE – MAXIMISER – SALESFORCE.COM (VIRTUAL) – NOBLE SYSTEMS – TRANSERA – ECHOPASS – ECRM – CUSTOMER1 SOUNDNOTES. Each has strengths and weaknesses. Be sure you choose the right one for your business.
WFM - (Workforce Management) – the right resources, in the right place, at the right time, to meet Customers satisfaction expectation levels.
Recording & Quality Monitoring – To stay competitive, organizations need to provide the highest level of customer service possible while still maintaining system security and complying with government regulations. Having the right recording and monitoring system can help enhance business intelligence and security, and boost competitive advantage as well.
DTI - Desktop Integration – Many Companies have a plethora of programs running on a variety of platforms with “nothing talking to each other”, and, “one hand not knowing what the other hand is doing.” DTI solves this problem by putting it all on one easy to read screen without having to invest in starting all over again from scratch.
Customer Surveying & Feedback – By obtaining more actionable customer feedback you earn praise from your customers because finally you have a clear understanding of their experience in doing business with you.
Sales Force Training & Motivation – Improving sales success rates and Customer loyalty through advanced selling and servicing skills.
M&A – Mergers & Acquisitions – The fastest way to grow your business!
Data Warehousing/Mining/Analytics - aka BIG DATA! Typically used to categorize unstructured data. Sources for this data are usually from Customers or Prospects in the form of contact center notes, comments elicited from web sites, social media, e-mails, recorded voice, data, warranty cards, etc. etc. Categorizing such correspondence enables organizations to efficiently route complaints and requests to the appropriate recipient for resolution - produce snapshot reports summarizing the volume of correspondence dealing with various issues - and analyze trends and issues found within Customer/Prospect interactions.
BPO - Business Process Outsourcing – Virtualization has come of age! If you can’t do it right yourself it’s probably more cost effective to outsource it. This allows you to focus on core competencies and get back to what made you successful in the first place. However, choosing the right BPO for your business is a challenge and that is where we can help, and at no cost to you.
Network Management & Monitoring – Most companies have networks. Managing and monitoring networks, (WAN/LAN), securely and effectively is crucial. Are you prepared to cope with power outages, hurricanes, earthquakes, cyber threats, or other catastrophes that may arise? Being proactive rather than reacting is vital in the world we live in today.
“I've had the great pleasure and privilege to work with Bill on a number of business development projects. Bill is a consummate professional who takes a rigorous and systematic approach to pursuing and developing new business opportunities. His outstanding work ethic, positive demeanor, excellent communication skills, and relentless follow up ensures that he maximizes every possible opportunity generating milestone ROI on business development campaigns for his clients."
Bob French, Principal. The RightShore Group