The speed of modern business, the collapse of product life cycles, and increasingly demanding customers mean that, more than ever, businesses must be fit and flexible just to survive. Companies that want to thrive know that they must satisfy customers and stockholders both. How do they do this? They get products to market quicker than ever, they assure that the product works flawlessly, and they reduce the cost of the product.

To reach this goal every facility, operation, machine, employee, and service must run to its maximum potential, at all times. Every decision must be made, and executed, masterfully. However, no one has all of the specialized knowledge necessary to truly optimize and sustain a business. That is why professional advisors, who are experts in their field, are essential. These specialists are able to produce quicker, more accurate results thanks to their broader range of exposure and more focused job description.

Abbott Associates has developed a integrated approach to the management of call centers by applying management science, process principles, engineering, pioneering state of the art, methods and tools, and strategies for implementation.

We can help in a variety of ways.

q       Services: Our most requested services include restructuring call centers with factored process designs using express lanes, call center and help desk assessments, and implementing metric dashboard systems.

q       Books: Our company president, James Abbott, has written the definitive set of call center “textbooks.” Whether you need an in-depth call center design guide or an overview of call center metrics, James has written something for you. James’s original, The Executive Guide to Call Center Metrics, has now been the #1 call center metrics book at www.Amazon.com since its first printing in April of 2004. James now has three other call center books in the Amazon top 25 call center books.

q       Classes: We offer classes for agents, supervisors, and managers covering topics such as CRM, call center design, coaching techniques for maximum agent motivation, and tools and methods for call center managers. Many of our public classes use The Executive Guide to Call Center Metrics as a textbook, and we have an additional series of proprietary texts available only through our classes. Any public class can be delivered in-house, tailored to a specific company’s needs and concerns.

q      Executive coaching: We’ve worked one-on-one with top call center executives to help them understand the tools and methods needed to be a successful call center manager.

Our services include advice, small projects, analytical studies, large projects, call center transformation, and call center design. To learn how we can assist you and your call center, give us a call at 864-297-9598