Call Center Consulting Services for Contact Center Optimization

Johnny Grow

Contact Center Consulting Services for Customer Service Transformation

Ready to achieve call center excellence?

What We Can Achieve Together

Elevate Agent Experience, Productivity and Retention

Research shows that improving the agent experience as part of a call center excellence program directly correlates to 22% improved agent productivity, 26% less absenteeism and a 4X reduction in annual agent turnover.

Increase Customer Experience, Customer Lifetime Value and Retention

A subset of 9 customer service best practices is shown to improve customer satisfaction by 26 percent, increase Customer Lifetime Value (CLV) by 8 percent and lower customer churn by 9 percent – all within one year.

Improve ROI

Shifting customer support from a cost center to profit center or expanding fee-based support services can generate up to 20 percent of total company revenues and increase customer lifetime vale by 1.55X.

A Better Way

The Johnny Grow Customer Service Growth Formula is a prescriptive framework that applies a combination of 9 evidence-based best practices to improve agent satisfaction, customer satisfaction, customer lifetime value, customer retention and support-driven revenue growth.

Customer Service Best Practices
Customer Service Best Practices | Source: Customer Service Excellence Report

The right mix of best practices impacts every customer and revenue goal for the company and makes the support center a top contributor in achieving the company's top priorities.

The Johnny Grow Transformation and Contact Center Optimization services are built on proven and repeatable frameworks that define, de-risk and skyrocket the agent experience, the customer experience and support organization's contribution to the business.

Problems We Solve

How to lower agent turnover by double digits

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How to prevent customer support issues before they happen

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How to lower the cost to serve

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How to increase CRM software value for the support center

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How to use industry benchmarks to drive the biggest customer support improvements

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How to lower customer churn by half in 120 days

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Signature Services

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Customer Satisfaction Programs

Grow customer profitability and customer lifetime value

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Customer Retention Programs

Improve short term revenues and create a multiplier impact to long term profits

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Customer Experience Programs

Increase margins, customer share and retention

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Agent Experience Programs

Increase staff productivity and decrease agent churn

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Support Technologies

Achieve process automation, information reporting and scale

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Customer Service Optimization

Shift customer support from a cost center to profit center

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Artificial Intelligence

Use AI to improve service and lower cost to serve

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Salesforce Service Cloud

Get more value from Salesforce Service Cloud

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Performance Analytics

Get real-time customer information and decision support

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The Customer Service Excellence Report

The Customer Service Excellence Report analyzed and ranked the strategies, methods and technologies which delivered the biggest impact to the biggest objectives.

The report identifies what the top performers (i.e., the top 15 percent) do better and differently than their lower performing peers – and how they do it.

Evidence-based best practices provide prescriptive guidance engineered from the actions of the Best-in-Class to make the most successful programs measurable, repeatable and predictable.

An Onramp to Improved Customer Service

Art of the Possible Workshop
Art of the Possible Workshop

Art of the Possible

This one-day executive workshop is helpful if you are unsure where to begin or in the process of creating or updating your customer support strategy.

An Art of the Possible workshop compares the many ways support organizations can drive extraordinary improvements to the agent experience, customer satisfaction and company revenue growth.

Industry research and first hand experience separate hype from fact to clearly show what's possible in customer service transformation.

Flexible Services

Johnny Grow call center consultants offer flexible services to accommodate different levels of engagement.

1

GUIDE ME

An Advisor Approach
  • Maximum flexibility
  • Minimum business interruption
2

DO IT WITH ME

A Co-creation Approach
  • Maximum collaboration among teams
  • Maximum learning and knowledge transfer
3

DO IT FOR ME

A Turnkey Approach
  • Fastest time to value
  • Highest performance results

Despite the need for action, inaction is the easiest choice. Customer support leaders recognize the status quo will continue to disappoint but lack a partner and flexible approach to take on a big challenge.

Combining evidence-based best practices with the right technologies to increase customer satisfaction, customer lifetime value and support-related revenue growth is a Johnny Grow core competency.

We have the performance research data, operational benchmarks, implementation frameworks, best practices, technology accelerators and industry expertise to bring prescriptive methods that achieve predictable results, and disrupt business as usual.

Contact Center Consulting Services for Contact Center Optimization

We welcome an introductory call with a call center consultant to discuss the options that best achieve your goals.

Call Center Consulting for Contact Center Optimization