Training

  • Emerging Leadership Seminar
  • Management Training
  • Communication Training
  • In-Person Seminars
  • Online Webinars

​Public Speaking

Steve Fryer speaks on a variety of topics to student and college organizations, sales teams, employee groups, contact centers and professional organizations. 

CONTACT CENTER RFP AND VENDOR SELECTION

Research client policies and processes
Establish desired KPIs and prepare RFP
Identify potential vendors and disseminate RFP
Process and review RFP responses from vendors
Select vendor semi-finalists for interviews and presentations
Arrange and complete site visits of finalist vendors
Complete vendor selection and contract negotiations/execution 

VENDOR IMPLEMENTATION

Facilitate technology interconnection between vendor and client 
Assist with and guide selection of vendor staff dedicated to client
Organize and oversee vendor staff training
Maximize development of customer service skills
Establish daily/weekly/monthly vendor reporting
Manage trial run prior to public launch
Oversee public launch 

LAUNCH OPTIMIZATION

Assess launch with emphasis on KPI results and customer feedback
Address and resolve identified issues with vendor
Create ongoing customer service delivery optimization program
Identify/train ongoing point of contact for daily issues with vendor

VENDOR OVERSIGHT

Provide weekly or monthly review of vendor performance
Manage ongoing upgrades and/or revisions requested of vendor
Troubleshoot ongoing or future projects

Customer Experience 

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​Effective and impactful customer service solutions with data analytics, customer service best practices, and a customer experience developed to uniquely express your brand.  

Creating A High-Value Customer Experience