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​​Business Process Solutions
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​CopperBeech Associates is focused on business process optimization, with particular expertise in the transformation of people intensive customer service and operations functions with a strong focus on people (culture), processes, and systems.

Capabilities Include:

 
  • Assessing Customer Service and Operations Functions:  mapping workflows; optimizing staffing; and establishing key metrics for the internal or external customer experience
 
  • Human Resources Support:  hiring and recruiting optimization - including recruiting and screening tools and interviewing techniques; onboarding/training (with a focus on faster productivity and retention); and, the establishment of performance standards and incentive programs
 
  • Myers-Briggs Type Indicator® Team Building and Executive/Management Coaching:  Group workshops focused on work group effectiveness and effective decision making.  Executive and management coaching provided one-on-one with a focus on communication and leadership skills (MBTI® Qualified, Otto Kroeger Associates, 1998)
 
  • Customer Relationship Management:  acquisition and retention strategies; sales scripting; and direct mail and outbound calling material management
 
  • Technology Management:  assessments; RFP management; and sourcing of technology partners
 
  • Acquisition/Merger Planning and Support:  organizational development; change management; and ensuring the continuity of the customer experience
 
 
 
 
 
 
 
 
 


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© CopperBeech Associates 2014
  • Home
  • Solutions
    • Contact Centers
    • Business Process
    • Schools
    • MBTI® Workshops
  • Contact
  • About
  • Clients
  • Resources