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.
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Driving change that creates a positive ROI for your company and lasts!