Improve Customer Contact Results

Call center consultants Lieber & Associates focus exclusively on enhancing call centers to generate more sales and more satisfied customers. In this era of multi-channel contact centers, the web, customer experience, home agents, voice recognition, globalization, and VoIP, Lieber & Associates helps enterprises develop the best available processes, people and tools to improve customer contact results.

Lieber & Associates provides these call center consulting services to clients:

Management & Operations Consulting for Call Centers

  • Audits and 360 Degree Assessmentssm
  • Benchmarking and Metrics
  • Business Process Re-engineering
  • Consolidation Studies and Projects
  • Outsourcing Decision, Selection and Vendor Management
  • Regulatory Compliance Practices Counsel
  • Start-ups and Relocations
  • Web Support Contact Center Development

Marketing & Customer Experience Consulting for Call Centers

  • Branding Integration with the Call Center
  • Call Guides and Scripting
  • Call Monitoring and Mystery Shopping
  • Customer Experience Enhancement
  • Multi-Channel Integration - Web, E-Mail, IVR, Mail, TV
  • Program Design, Offer Development and Testing Matrix
  • Retention program Design and Development
  • Sales and Service Process Enhancement
  • Telephone - Field Sales integration

Training & Speeches
for Call Centers

  • E-Learning Development
  • Keynote Speeches
  • MS SharePoint System Development for Contact Centers
  • Training Development - Customer Service Reps, TeleSales Reps and Management

Technology
for Call Centers

  • ACD, Dialer, IVR, VoIP and Voice-Recognition Acquisition and Enhancement
  • Contract Recommendations (Call Center Management Perspective)
  • Disaster Recovery Plan Development
  • Quality Monitoring and Workforce Management System Selection

Continuous Improvement

  • Implementation Support - Counsel, Collaboration or Project Management
  • TelePartnersm Ad Hoc Consulting and Periodic Reviews
Call Center Consultant and Telesales Consulting

Lieber & Associates Innovations

Contact Us

Lieber & Associates, Inc.
Contact & Call Center Consultants
3740 N. Lake Shore Dr.
Suite 15B-2
Chicago, IL 60613-4202

Tel: 773-325-9400
Fax: 773-325-0621

Branch Offices
Albuquerque, New Mexico
Norcross (Atlanta), Georgia