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December 21, 2014

Making Strategy Work

Consulting Concepts & Innovations (CCI) is a management consulting firm specializing in call-center service operations. A woman-owned small business, we help clients build, change and improve their organizations to achieve sustainable results. For our large government clients, this typically means responsive, high-quality service, cost-efficiency and optimized workflows. For our private sector clients — ranging from Fortune Global 500 companies to small U.S. businesses — this means meeting management goals for revenue, profit and customer satisfaction. Our process of analysis and implementation lets clients transform strategy into reality and Invent Success. Read More →

Serving Public and Private Sector Clients

CCI is the ideal strategic partner to help you maximize the value of your public or private sector service organization. We listen closely to your goals and objectives, then work as a unified team with your staff to develop customized solutions to reach your operational and budgetary objectives. Whether building, re-engineering, streamlining or upgrading existing operations, CCI will ensure that your enterprise performs as a world-class multimedia e-business contact center with the appropriate array of voice, fax, email, chat, and Internet technologies. Read More →

FEATURED CASE STUDY

Client: Centers for Disease Control
Mission: Implementing Call Routing for Critical Emergency Communications

CCI works on behalf of the CDC via the Baer Group, a subcontractor to Northrop Grumman under the umbrella CITS (CDC Information Technology Services) contract. The charter of this effort is emergency preparedness for CDC-INFO, the contact center for Health and Human Services. Specifically, the mission is to ensure that CDC-INFO can handle and respond to call volume increases from the American public due to public health events or emergencies caused by natural disasters, eco-emergencies such as chemical spills, and bio-terrorism.
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Why CCI?

World-class multimedia contact centers

Accurate assessments of current system capabilities

“One-stop shopping” approach to appropriate solution sets

Market and application expertise in most business areas

Best practices for one-contact resolution

Increased revenue per call

Improved service levels

Streamlined processes for ongoing results

Higher customer satisfaction

Optimized staffing and scheduling

Reduced hiring and training costs

Improved employee morale and retention

Effective recognition programs

Increased agent performance and productivity

Enhanced front-line management skills