LAURO CONSULTING, INC.
SUN CITY CENTER, FLORIDA

Michael V. Lauro, President of Lauro Consulting, Inc. is interviewed by The Suit Magazine. Lauro Consulting, Inc. provides high-quality professional services and consulting for Contact Centers, Call Centers, Customer Service, IT Help Desks, and Shared Services. and we work with our clients to create customer service strategies and solutions that are aligned with your company's objectives and goals. We provide realistic and practical advice and results-driven solutions that clients can understand, own, and act on. Whether your project is large or small, our expert team of management consultants can provide the resources and solutions you need to get the job done right. can provide a wide range of consulting services at affordable prices. To speak with an experienced consultant on our staff, simply contact us at your earliest convenience at New and Exciting addition to our company's products: to provide innovative and motivational products to assist clients and their employees achieve specific goals. Helping You Fall Asleep and Sleep Deeply eBook. This practical, inspirational guide to living more successfully is filled with self-improvement exercises that will help you reach your goals. Through contact centers, customers can interact with the company through a single point of contact and be directed to a qualified company representative that can best handle their needs. Contact centers can have a variety of roles such as customer service, order taking (inbound sales), reservations, claims, appointments, membership validation, benefits verification, etc. Centralized handling of these functions is paramount to the success of many companies and the information and data obtained and disseminated by contact centers can be recorded within a centralized system, tracked, analyzed and acted upon by the company to improve service and operations. Most contact centers utilize a sophisticated computer system that can handle many types of customer interaction channels, such phone, email, chat and instant messaging. These types of systems can route customer contacts to the next available representative capable of provide needed services. Also, these systems may interface with company computer databases to provide self-help opportunities through an interactive voice response unit or website. team can provide the experience and support you need to understand your challenges and develop a realistic strategy and action plan to transform your current center into a customer-centric, Please contact us to request more information about our services or to provide feedback. Michael V. Lauro, President of Lauro Consulting, Inc. is interviewed by The Suit Magazine. While the book touches on the importance of contact center technology, it focuses on the management of the business processes that are critical to comprehend, manage and coordinate the activities and systems of the contact center (call center). In an industry that includes large numbers of contact centers and over 2 million employees, it is very important to a have well trained leadership focusing on the major contact center business processes to insure the success of these businesses, provide lucrative jobs for employees, and support their customers by delivering quality customer service. According to an article by King White of the Site Selection Group (February 2015), his company estimated “that there is in excess of 2.2 million workers employed in more than 6,800 call center facilities across the U.S. This number excludes home-based call center agents and call centers with fewer than 25 employees.” And based on the US Bureau of Labor Statistics, May 2015 Occupational Employment Statistics for Telephone Call Centers about 67% or almost 1.5 million employees in the call center industry work in or support inbound contact centers. "Contact center performance metrics (service level, abandonment, first contact resolution, contact quality, etc) are key factors influencing customer satisfaction and the success of the organization or company. An Integrated Approach methodology should be utilized to address all aspects of the contact center operations, processes and technology to deliver the desired results." Through contact centers, customers can interact with the company through a single point of contact and be directed to a qualified company representative that can best handle their needs. Contact centers can have a variety of roles such as customer service, order taking (inbound sales), reservations, claims, appointments, membership validation, benefits verification, etc. Centralized handling of these functions is paramount to the success of many companies and the information and data obtained and disseminated by contact centers can be recorded within a centralized system, tracked, analyzed and acted upon by the company to improve service and operations. Most contact centers utilize a sophisticated computer system that can handle many types of customer interaction channels, such phone, email, chat and instant messaging. These types of systems can route customer contacts to the next available representative capable of provide needed services. Also, these systems may interface with company computer databases to provide self-help opportunities through an interactive voice response unit or website. team can provide the experience and support you need to understand your challenges and develop a realistic strategy and action plan to transform your current center into a customer-centric,