We are vendor-neutral strategic call center consultants and contact center consultants. Founded in 1988, we have a proven track record of results.
Whether you are looking for a comprehensive omnichannel contact center assessment or a specialized call center consulting skill set to solve for a particular issue, we can help you.
Our mission and passion is customer focus. We help clients significantly improve the customer experience by leveraging sales and service excellence and workforce optimization strategies.
We do this by spending time onsite in our client’s contact centers to understand their strategic business objectives as well as their sales and service processes.
Our recommendations are designed to improve customer engagement, optimize and align resources, and increase employee commitment.
To learn more about how we can help you, contact us.
Although customers are more demanding and cost conscious than ever, focusing on customer engagement just makes good business sense. Companies with high levels of customer satisfaction have outperformed the S&P 500 for over 20 years.
So how do you address this phenomenon in a cost-effective, systematic manner?
Consider a strategic contact center assessment to identify the gaps and opportunities in your sales and/or service processes.
It's all about engaging the customer and optimizing resources, cost-effectively.
Let us help you ensure the right kind of customer experience, delivered at the right time by the right people across multiple channels.
To learn more, contact us today.
Customer engagement means customers have access to your business using the major channels of choice. Today that infrastructure includes voice (phone), email, and chat as well as self-service options of an IVR and Web, depending on the industry and types of contacts received.
Channel integration and information consistency are critical for customer engagement, improved productivity, and cost containment.
Consider a vendor-neutral technology infrastructure assessment to help you identify ways to help you achieve higher levels of customer engagement, productivity and operational cost reduction.
To learn more, contact us today.
“We utilized Kramer & Associates for two contact center engagements. Their vendor neutral approach, comprehensive knowledge of best practices, technical skill and great “people sense” allowed us to move our customer service contact center to the next level. We would definitely use them again and they more than delivered on their promises.”
“Kramer & Associates was brought in for an operational audit of our customer contact center operations and strategies. During this engagement, they partnered with us to develop a five-year strategic plan, which allowed us to fully meet the new and evolving needs of our customers and achieve our overall strategic objectives. Because of the value provided, their high level of delivery, and their special expertise, they completed two return engagements. The successful results and future impacts of these efforts have added significant value to our company.”comprehensive knowledge of best practices, technical skill and great “people sense” allowed us to move our customer service contact center to the next level. We would definitely use them again and they more than delivered on their promises.”
Lyn Kramer, Managing Director & Founder, Kramer & Associates, Call Center Consiultants
Kramer & Associates Contact Center Consultants
Kramer & Associates offers Call Center Consulting Services offers strategic assessments, benchmarking, Vendor-neutral technology evaluations, Voice of the customer/VoC, Voice of the Employee/VoE, Quality Management/QM, Workforce optimization and process improvement.
Kramer & Associates, Call center consultants provide value in achieving results, efficiencies, automation, and self-service. We provide call center consulting services with a high level of call center expertise. We get results and add value.
Comprehensive omnichannel contact center assessment.
Mission and passion is customer focus
Call center consultants who help clients significantly improve the customer experience by leveraging sales and service excellence.
Kramer & Associates provides contact center consulting services. We are contact center consultants.
We bridge the gap from the strategic to the tactical."
Customer engagement makes good business sense
Companies with high levels of customer satisfaction outperformed the S&P 500 over the last 20 years.
Call center consultants conduct strategic assessments to identify gaps and opportunities in sales and service processes.