Level N
Management Consulting - , ,
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Level N was created recognizing that the inherent problem with assessing a contact-center interaction between customer and service representative is the highly dynamic nature of that interaction. It's an obvious complexity, but one that until now could not be accurately studied without significant cost and time.Level N's technology is based on decades of study by pioneers in scientific management, better known as time and motion studies, such as Frederick Taylor, Frank and Lillian Gilbreth, and William Deming - to name a few. We expanded on their principles of detail measurement to uncover opportunities for improvement, when they are scaled, result in significant return on investment. Even more powerful is the ability measure those opportunities. In addition, we've refined our approach to break away from the boundaries of cost efficiency to assess better sales tactics that drive revenue increases and the "soft" skills that improve customer satisfaction.In summary, our pursuit has resulted in a suite of tools that allow for the following:● Decompose a call to the spoken sentence (i.e., level 4 decomposition…) ● Measure each step to a fraction of a second - seconds over millions of calls cost millions dollars…● Leverage this data to prove and measure the "promised" ROI on initiatives ● Farm qualitative observations and distill them into a catalog of opportunities for ● Choose which opportunities to pursue based on the "live" ● Study sales pitch sequencing and statistical correlation to identify the sequence of events that improve close● Delineate between fact and fiction when evaluating opportunities - you can now accurately "size" ● Establish a baseline set of highly accurate and detailed call handling key performance metrics
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