Services Overview
At first glance, it may seem incongruous for a Systems Integrator to be involved in the emerging field of Social Media and the Call Center industry which has been around, well, forever.
ethosIQ’s legacy is in the customer care arena where we have built our expertise helping Fortune 500 companies implement solutions to better engage customers. Social Media engages customers in entirely new ways but the goals are the same: to build relationships with new customers and ensure existing customers receive the best possible customer service.
We offer a full array of consulting and technical professional services!
We offer these to both our long-time contact center customers as well as our newer social media customers. And for those who are building a corporate-wide, cross-functional customer engagement strategy, we offer a roadmap and a platform. See below for our Services offering.
Contact Center Services
ethosIQ is a solutions-focused system integrator with call center domain expertise that can help you architect a entirely new contact center strategy or add new technologies or applications to your existing contact center. Our managed service offering gives you the ability to concentrate on your core business expertise and leave the technical management of your contact center to us. Use ethosIQ to find a solution that meets your business needs.
HR Services
HR executives, now more than ever, are under pressure to demonstrate the business value of the HR function to CEOs, CFOs, COOs, and other business leaders. Through the eIQ HR methodologies ROI is applied to portray the value of HR projects and programs offering executives credible information. Whether your organization is a complex global enterprise, a growing mid-sized business, or somewhere in between, eIQ HR can help you control costs, reduce risks, and improve ROI within any function of your HR Department.
Social Media Services
ethosIQ offers a full range of services to help companies define and design their Social media monitoring, analysis and optimization strategy. Companies who are searching for software solutions to support their Social Media efforts can rely on ethosIQ to help them select, implement and maintain the most appropriate vendor. ethosIQ offers a full range of workshops, consulting engagement and professional services to ensure you maximize your social media efforts.
Contact Center Services
CONTACT CENTER PROFESSIONAL SERVICES
Whether budget cuts have affected your staffing levels or you just need periodic assistance to maintain your existing infrastructure, we have a comprehensive array of services: Managing or staffing the implementation of software upgrades or releases; Owning new system implementations; Providing staff augmentation for your contact center technology infrastructure.
BUSINESS AND TECHNOLOGY OPTIMIZATION
ethosIQ provides independent consulting services to help optimize and grow your contact centers to meet the continually changing needs of your customers. We will conduct an in-depth operations analysis, and or architectural review, as well as conduct interviews with your business and technical staff in order to determine key recommendations.
ethosIQ professional design and support teams can provide a road map, transforming your non- integrated business processes into a fully integrated Contact Center, allowing optimization of integrated contact channels.
CONTACT CENTER REPORTING ANALYTICS
Contact Center Reporting Analytics includes convenient reporting tools that perform critical searches across all interaction channels. Most reporting tools are geared to provide you summarized data. Summarized data is great for executive reporting but can also mask important operational issues. These tools allow you to look at specfic call data so that you can examine a caller's entire experience, from entry to exit, through the ACD, IVR, queues, agent(s), and all the transfers in between. Data that can provide you valuable insight into your customer's contact center service experience.
CONTACT CENTER OPTIMIZATION SERVICES
Contact Center Optimization Services is a suite of consulting offerings that will help you determine your Optimization Gap, and the steps you can take to reduce that gap and meet your target ROI. ethosIQ will provide the analytics to scrutinize infrastructure utilization, agent productivity, and contact center operations, using traditional and non-traditional contact center metrics. ethosIQ will:
- Apply Call Path Analytics to interpret unique call flows, triggers points, and pattern anomalies.
- Track the logic for every action taken by customer and agent.
- Model skill sets of agents based on actual data.
- Review purchased model and evaluate developed methodologies.
- Recommend a go forward plan that improves call delivery and increases revenues.
- Facilitate cost savings and increase revenues that will help you realize your original ROI.
HR Services
MANAGER SUPPORT
The role of the HR professional is changing. The new role of an HR manager or HR Business partner must parallel the needs of his or her changing organization. Successful organizations are becoming more adaptable, resilient, quick to change direction, and customer-centered. Let eIQ HR become your HR partner, who can objectively sponsor, advocate, and execute as a change mentor.
WORKFORCE PLANNING
An effective workforce plan is an essential tool to identify appropriate workload staffing levels and justify budget allocations so that organizations can meet their objectives. eIQ HR uses a systematic process that is integrated, methodical, and ongoing. We identify the human capital required to meet agency goals, which consists of determining the number and skills of needed workers and where and when they will be needed. We then develop the strategies to meet these requirements, which involves identifying actions that must be taken to attract (and retain) the number and types of workers your firm needs.
TOTAL COMPENSATION
In today's competitive environment HR is challenged to evaluate and execute on total compensation measurement for recruiting and retaining top talent for the organization. eIQ HR evaluates, and communicates to employees all of their extrinsic rewards.
HR SUBJECT MATTER EXPERTS
eIQ HR understands a business process or area well enough to ask and answer questions from people in other groups who are trying to help. Our methodology is to tie business strategy to the people within the organization.
COMPLIANCE & RISK MANAGEMENT
eIQ HR risk management begins with an HR audit of activities currently within your organization. The HR audit and consultation addresses employment law compliance and can also include examination of the following areas by client request: policies and procedures, employee relations, recruitment and selection, employee development, and compensation and benefits.
RECRUITMENT & ON-BOARDING
When recruiting, selecting, staffing and hiring, pick the smartest person you can find. eIQ HR ensures that retention of your best employees starts with your recruiting, staffing and hiring strategies, policies and procedures.
PEOPLE MANAGEMENT
eIQ HR partners with the organization leaders who are responsible for creating a work environment that enables people to thrive. Through our resources and shared service model, executive and managers have an entire shared services team by their side 24 hours a day.
TRAINING & DEVELOPMENT
One key factor in employee motivation and retention is the opportunity employees want to continue to grow and develop job and career enhancing skills. eIQ HR has the extra "legs and arms" to ensure employees are given the opportunity to continue to grow and develop through training and development strategies.
Social Media Services
SMO CONSULTING AND WORKSHOPS
ethosIQ in conjunction with DewPointe Ventures has created a suite of Social Media workshops and consulting engagements designed to assist both novice and experienced clients understand how to leverage Social Media through strategies, tools, and tactics to grow revenue and improve customer service
SMO BOOT CAMP
This is an intensive, hands-on 5 day session aimed at organizations that have made the decision to leverage Social Media to grow their business. This session is held on site and involves input from all major stakeholders. Results include:
- Create a corporate-wide SMO strategy and success criteria
- Create an actionable Roadmap to reach objectives that include:
- Vision Statement
- Business Case with ROI estimation
- SMA/SMO systems architecture and specifications
- SMO implementation plan
SOCIAL MEDIA BASICS
This series of workshops/webinars are for novice or intermediate users of Social Media that need to get more out of Social Media to grow their B2B business. Taught in discreet segments, the workshops will cover the big 3 (LinkedIn, Facebook, and Twitter) as well as Profile Development, Network Building and Prospecting. Hands-on time is built into each workshop to ensure immediate results.
SMO STRATEGY CONSULTING
Leverage the knowledge and experience of ethosIQ Social Media strategists to create your custom SMO strategy. The consulting engagement will help you define:
- Corporate social media user policy
- Create Viral Marketing Campaigns including up to 35 Action Plans
- Create 8-10 SMO Strategies
- Define the Social Media Marketing Metrics appropriate for your business
- Define SMO results and ROI
- Composing Prospect/Connection Communications using Blogs, Articles, Tweets and Videos
- Maximize your corporate Social Media presence
SMO TURN-KEY IMPLEMENTATION
With Corporate marketing focused on critical daily functions, outsourcing the development and execution of your corporate SMO Strategy can be a very cost effective alternative. This is a 6 week engagement where ethosIQ will provide experienced resources to create and execute your corporate SMO Strategy then turn it over to existing staff to manage. Consulting deliverables include:
- Creating a customized Social Media Optimization Strategy Playbook
- Creating your Viral Marketing Campaign plans and executing the initial plan
- Defining Social Media Marketing Metrics, SMO Measurement Results and ROI
- Developing and executing a subset of 8-10 Social Media Strategies complete with specific Action Plans
- Creating or enhancing the Corporate presence in the Social Media space
- Training existing staff
SOCIAL MEDIA CONSULTING
ethosIQ has a team of experts that can help you strategize, architect and implement a Social Media Technology solution.
Social Media Strategy Development
Forward thinking companies are expanding the use of Social Media from the marketing department.to the entire enterprise. Customer and community engagement is no longer the sole responsibility of the customer care centers. But how do you ensure your critical business functions are not disrupted? When should a Post or Tweet get routed to someone outside marketing or customer care for resolution? The right answers will boost your sales, customer satisfaction and brand awareness. The wrong answers could have negative effects for both your customers and your business operations. ethosIQ can help you set the strategy and implement a customer engagement program that will boost your corporate brand without burning out your internal resources.
