Program Development
A Support Network Like No Other
Once you secure qualified staff and provide them with the right training, the next step is to ensure you have the right business programs and processes in place to be successful.
Cutting Edjj is your complete partner, providing a myriad of services all designed to generate incremental revenue, improve efficiencies and enhance professional development. Our network of expert consultants will support you in building the programs that drive customer loyalty, engage your employees, increase your productivity and build a better customer.
Program Development Services
Strategy Development
- Customer Service Strategy Development
- Contact Centre Start-Ups
- Call Centre Outsourcing
- Home Based Agents
- Service Agency Selection & Management
- Disaster Recovery
- Corporate Identity/Brand Development
- Business Case Development
Technology Assessment
- Telephony Selection
- Technical Business Requirements (Contact Management, Telephony
& Workforce Management) - Selection (RFP Development, Evaluation, Contract & SLA Negotiation)
- Vendor Audits & Ongoing Management
Process Design
- Customer Segmentation & Strategy
- Business & Technical Writing – Manuals
- Business Process Mapping
- Process Re-Engineering
- Script & Program Refinement
- Touch Point Mapping
Performance Measurement
- Contact Centre Audit/Optimization/Certification
- Employee Engagement Survey
- Sales & Strategic Assessment
- Coaching & Training
- Quality Monitoring & Assessment
- Mystery Shopper/Contact Assessments
- Revenue Generation Opportunities
- Training Development
- Customer Satisfaction Survey
- Benchmarking