Our products and services include:

Contact Center and Customer Service Consulting:
  • 360° Comprehensive Customer Service Assessment
  • Multi-Channel Contact Center Assessment and Assistance: Strategic and Operational
  • Contact Center Technology Assessment and Assistance:
  • IVR scripting and routing
  • CRM coding and classification
  • CRM management reporting assessment and assistance
  • Subject matter expert (SME) consulting
Voice of the Customer (VOC) assessment and assistance:
  • Comprehensive VOC Assessment: Internal and external VOC customer data    
    collection and management reporting
  • Internal VOC assessment and assistance
  • External VOC assessment and assistance
Voice of the Customer Measurement Programs: (To be launched January 2010)
  • Baseline Customer Satisfaction & Loyalty Surveys
  • Customer Satisfaction & Loyalty Tracking Programs
Workshops and Seminars:
  • Delivering World-Class Customer Service
  • Best Practices for Measuring the Customer Experience
  • Best Practices for Creating a World-Class enterprise-wide VOC program
Vendor Selection Assistance:  
  • Technology vendor selection
  • Measurement/Research vendor selection
  • 3rd party contact center vendor selection
Project Management
Our Products & Services
JLM Consultants, LLC
We are specialist in contact center management; contact center & customer experience
consulting; project management; VOC consulting and measurement programs.
Driving change that creates a positive ROI for your company and lasts!