ICSA Preferred Supplier Directory

As a benefit of ICSA membership, all suppliers to the customer service, customer experience industry are listed on this page along with a description of their products & services as well as contact information.

Please “shop” here first as you look for solutions to your needs as a customer experience, customer service professional!

Consulting Services

At your service

At Your Service Consulting, LLC

Website: www.atyourserviceconsultingonline.com

Contact: Claudette Harris

Phone: 248-917-1206

Email: atyourserviceconsulting@yahoo.com

Description: At Your Service Consulting uses a hands-on approach to assess the needs of our client’s current customers to understand their experience. We determine the highs and lows of the customer experience for our client’s.

Our firm conducts employee evaluations for clients. We confidentially survey the frontline employees in your service center to determine if they have the proper training to meet your customers’ expectations.

We will make it easy for you to understand the value of excellent customer service and how it impacts your bottom line. However, a culture of excellence must begin at the top of any company. Before we train your front line employees, we will train your organization’s executive and leadership teams. Based on the results, our team will design a plan to improve the external customer experience as well as give your internal customers something to smile about.

 

PowerhousePowerHouse Consulting

Websitewww.PowerHouse1.com

Contact: Dennis HauserPowerhouse Top

Phone: 603-200-3045

Emaildhauser@PowerHouse1.com

Description: Founded by Call Center industry expert Kathleen Peterson in 1987, PowerHouse specializes in all aspects of Call Center and Telecommunications Consulting. We work with top management to develop plans that align operational practices with corporate vision – combining business savvy and technical acumen to provide the very best in strategic planning, assessment, and operational improvement services. Our clients include senior leaders within major Fortune 500 companies across industries.

Our intention with each consulting engagement is to help clients achieve their most important business goal – protecting the customer experience. CEOP (Customer Experience Optimization Program™), the newest PowerHouse offering, enables corporate executives to integrate strategic planning initiatives and operational assessments into one seamless and streamlined process.

Powerhouse SCTSPowerHouse consultants are proud members of the Society of Communications Technology Consultants (SCTC), a premier organization of ethically-based and independent professionals. As such, we offer consulting services that are free of bias or “handshake” deals with vendors. Our principals have served as elected executives in this industry-standards organization.

Some of our customers:

Abbott Diabetes Care • Cambridge Savings Bank • Citizens Property Insurance • Comcast • Corporate Express • Federal Reserve Boston • Freddie Mac • J. Jill • Liberty Mutual • Pacific Bell Pacific Gas & Electric • Polo Ralph Lauren • Toys R Us • Uline • United Parcel Service •

 

 

 

 

noesis-logo

Noesis Strategic Institute

Website: www.noesistz.com

Contact: Murtaza Versi

 

Phone: +255 786142424

 

Email: mversi@noesistz.com

Description: Noesis Strategic Institute offers various strategic medium to long term programs in Strategy Execution, 21st Century Leadership, Customer Service Strategy, Creating More customers and sell as well as Developing teamwork. We help service organizations in Africa, elevate, empower and sharpen the workforce by building a cohesive system to achieve business success and profitability. Here’s how we do it…

  1. Diagnose: We seek to understand first where our customers come from, where they are and where they want to be using various tools and approaches.
  2. Design: We plan the programs that will achieve the desired results from a “Why” perspective.
  3. Develop: We create the programs which will meet the Visual, Auditory and Kinesthetic Learning approach.
  4. Deliver: We carry out the program in a planned and effective manner.

 

AAEAAQAAAAAAAACWAAAAJDQyMWMyMmQ4LTdiYzctNDk1MC05NjcwLTQ2ZWViMDJjZDY4YQAlexis Brooke Consulting, LLC

Website: alexisbrookeconsulting.com

Contact: Alexis Gompf

Phone: 858-922-2104

Email: lex@alexisbrookeconsulting.com

Description: Alexis Brooke Consulting, LLC was founded with the express purpose to partner with companies of all sizes to create holistic digital engagement solutions.

Increasingly consumers are bringing their expectations for personal conversations to the interactions they have with companies. These expectations are changing where, when, and how companies across industries engage with consumers. The evolving digital landscape continues to introduce more channels to host these conversations, and as a result the gap
between consumer expectations and the reality of company responses continues to widen.

The voice of the customer is louder than ever, but many companies struggle to effectively capture it and respond appropriately. We offer a wide range of strategic solutions with lasting results. Services we provide include:

  • Contact Center Consulting
    • Performance Management
    • Change Management
    • Pilot/Project Implementation
  • Market Research
  • Outsourcers
    • Including Outsourcer Evaluation
    • RFP/RFI Management
  • Recruitment
    • Specifically Agent/Leadership Profiling
  • Technologies
    • Chat Platforms
    • Social Media Response Platforms
    • Tag Management Solutions
    • Text Analytics

Whether you are a small company trying to determine the best use of limited resources, or a large company struggling to integrate disparate customer information across legacy systems, we can help.

 

Outsource Providers

Virido

Virido

Website: www.virido.com

Contact: Bill McLaughlin

Phone: Office 916.797.2966 / Mobile 916.705.1497

Email: bmclaughlin@virido.com

Description: Virido an alternate channel solutions provider offers a full-range of proven, experienced sales and support channels including end-to-end back office solutions to enhance servicing your existing and new customers.

We pride ourselves in our flexibility, attention to detail, ability to scale quickly and our proactive responsiveness to our clients needs. For over 20 years we have been growing our clients business by managing and reaching out to their customers in the consumer and commercial market place. Our team takes pride in representing our clients and serving their customers.

We allow our clients to focus on their core competence while we:

  • Handle sales, marketing and back office functions
  • Help our clients grow their business and protect their brand
  • Take the head-ache out of managing 3rd party providers and the internal fixed costs

 

Technology Solutions

tbi_logo_tagline_vert_cmyk_color_400TBI

Website: www.tbicom.com

Contact: Bill Vander Vennet

Phone: 512.994.3440 / Mobile: 512.573.7350

Email: bvandervennet@tbicom.com

As a partner with TBI, ICSA members have access to 70+ providers in voice, cloud, internet, data and mobility solutions. TBI is the nation’s leading technology distributor and partnering with them affords our ICSA members the advantage of vetted carrier onboarding, competitive pricing and trouble-free provisioning of various technology services. Through our partnership, our members have an ever growing technology portfolio, award winning support and back-office tools that account for speedy quoting, seamless installations and excellent customer service and account management.

 

 

Learning & Development

 

 

Benchmarking & Metrics