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.
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