Exclusive Professional Service Offerings
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Thursday, December 08, 2016
A service and support environment is a complex operation, and the many parameters that affect its success can make it difficult to identify, prioritize and address the issues to change. Pressure to increase the quality of service and support, the productivity of internal technology users, and the satisfaction of the end customer places increasing strain on limited resources. Our comprehensive assessments involve analysis of many aspects of the enterprise. Our exclusive assessments bring an operation more into line with industry best practices, reduce costs, create revenue generating service centers and improve morale of the help desk and contact center team.
High Tech High Touch Assessments include tools such as:
Evaluation of staffing levels, assessment of communication and team morale, review of ergonomic concerns, infrastructure, staffing, work environment, and, communication processes.
Analysis of call trends and statistics, review of call handling techniques, observations of agent's phone skills, incident management, and trend analysis Information. Review knowledge sources, and recommended Knowledge Management approaches.
Assessment of call tracking system effectiveness, review of phone system and ACD design, and specialized software is part of our assessment deliverables.
Our assessments also include a valuable Gap Analysis. This analysis represents the comparison of your existing Call Center or Help Desk to the rest of the industry. The charts produced from the analysis can be utilized for future benchmarking. The information can be reassessed every six months and compared to the previous results. This will provide a tool for measuring the rate of improvements as the re-engineered support environment progresses.
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Increased 1st call resolution
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Career opportunities
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Job enrichment
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Ownership and pride in work
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Improved morale, motivation, and open communication
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Reduced turnover
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Increased Knowledge Sharing
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Competitive Advantage
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Efficient use of technology and resources
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Increased solution accuracy
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Exemplary customer satisfaction from implementing enhancements
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Higher productivity per person in total calls handled and resolved per day
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Enhanced performance from increased training and development of employee skills
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Enhanced customer satisfaction through improved high quality performance
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More efficient methods for tracking and trending of call and problem data
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Significant cost savings from reduced resource requirements
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Integrated systems for enhanced performance
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Improved processes with a means for continuous improvement
Assessment of Your Contact Center or Service Desk
Consulting Services
Thursday, December 08, 2016
Our consulting focuses on implementing the findings from the assessment. We provide many consulting services including:Friday, December 09, 2016
High Tech High Touch Solutions is a full-service Help Desk and Call Center consulting firm whose goal is to revolutionize business making these groups corporate assets through advanced usage and combining of people, process, information, and technology. We are committed to customer service excellence and problem resolution.A customer-first philosophy offers our customers the service they need in order to be a leader in their industry. Specialists on the team are productive and confident when dealing with all challenges on the job. Tech High Touch Solutions, Inc. will design, plan, project manage, and implement solutions through innovative techniques and ideas.
Our services are distributed worldwide, and include comprehensive assessments, consulting services, technology recommendations and system implementations, direction in knowledge management, plus personal coaching and mentoring. In addition, company president Ivy Meadors is a popular presenter on many help desk and call center related topics.
Benefits From Our Work Efforts
