Consulting Concepts & Innovations (CCI) "Invents Success" by analyzing, problem solving and streamlining call centers to avoid costs and increase an organization's bottom line by providing management consulting services to the government and commercial sectors.
Customized Solutions. Maximum Performance. Measurable Results.
Where Strategy Intersects With People, Process and Technology
Established in 2002, CCI is a small women-owned contact center management consulting firm focused on providing government and commercial clients with comprehensive, customized call center solutions to create both immediate and long-term results. Our business is built on reputation and relationships. Our highly regarded team draws on a wealth of experience, insight and cutting edge industry knowledge to help you achieve more with less while meeting all your strategic goals and objectives. We create innovative solutions for our clients while closely collaborating with them to solve their most pressing challenges, reduce costs, and achieve measurable results. We use proven cost effective methods with a view toward the bottom line as a way to measure the value CCI brings to each project and exceed each client's expectations.
Our business lines are concentrated in four primary areas that play to the experience of our team. These areas of expertise are:
1.People & Performance Management
3.IT Solutions & Strategies
We are successful because our core processes are engineered to align people, process and technology with an overall strategy, effectively lowering total lifecycle cost. Our cross-organizational approach reduces implementation risk and adds value to the organizations and business entities that we engage. Our clients benefit from our experience because we turn theory into best practice. Lastly, CCI consultants draw on their experience of many different project management methods to create a tailored solution that best fits the need of the client project, program and organization.
Our Specialty CCI's forte is consulting in the contact center arena in both domestic and international contact centers. We have direct experience working in a range of industries including healthcare, financial, travel, transportation, telecommunications, home appliance, pharmaceutical, security, cable and internet, airline, cruise line and government. We are contact center professionals with decades of experience in strategic, management, technological and operational consulting. We are experts in contact center strategy, technology and start-up, organizational analysis, business transformation, workforce development and performance management, alternative sourcing and sales and service enhancement. Our key differentiators are on-site collaboration, side by side analysis, cross-functional implementation, knowledge transfer and sustainable change management.
Businesses around the world are increasingly dependent on their contact centers to generate more revenue, reduce costs, and secure customer loyalty by providing exemplary customer service. In today's extremely competitive environment, it is absolutely critical to effectively maximize the value of such an important investment. CCI analyzes, recommends and implements needs-driven and e-business oriented solutions that amplify your contact center's strategic value. We identify the key drivers that define your business metrics for "best-in-class" contact centers and build out the reporting and feedback practices that ensure long term excellence. In addition, we believe that understanding the importance of not only defining but also monitoring these new metrics will become one of the essential keys to your business success.
CCI's approach demands that our recommendations are client and goal focused, not product driven. CCI's allegiance is to work closely with clients and industry contacts to provide the most suitable recommendations that meet our clients' objectives. We practice a balanced approach, which properly assesses and weighs the key factors needed for a successful long-term call center strategy. We insist on carefully consideration of each client's business environment/objectives, people, management, technology, and facilities in order to successfully maximize their customer contact strategy. Finally CCI's consulting disciplines are deliberately designed to complement each other to provide an integrated and customized solution for each of our clients.
Your ideal choice
With our depth of experience, expertise, and resources, CCI is the ideal choice for helping you maximize the value of every aspect of your organization and contact center operation. We listen closely to your goals and objectives, and then work with members of your staff to jointly develop customized solutions. We can help build a new or convert an existing operation into a world-class, multi-channel media e-business contact center - complete with voice, fax, chat, online internet session, and e-mail. The success of CCI's consulting services is has been based on diagnosing where improvements are required as well as jointly working with clients toward implementing successful solutions. We partner with our clients to help them achieve and exceed their goals.
Conducting business successfully actually sounds quite simple - An organization needs the right people, in the right place at the right time doing the right thing in the right way - but getting there is the hurdle for most organizations. Let CCI be your consulting partner to help your organization achieve your business objectives and strategies to Invent Success.
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