Liz Kislik Associates LLC

Liz Kislik Associates LLC develops and implements strategic solutions in customer care and employee development to advance business profitability and resilience. Our work is process based and unique to each situation. We have no proprietary off the shelf remedies or products to sell. We serve many organizations in many different sectors; sometimes a simple fix is all that's needed, sometimes the solution is more complex. In many cases, clients continue to engage us in a variety of consulting roles as particular needs arise over time.

Working collaboratively with senior executives on problems, long-range thinking and planning. Serving as sounding board, facilitator, or change agent. Providing perspective and assistance in sensitive situations. Assignments have included:

Facilitating a workable process for key decision makers to articulate and agree on goals and implementation plans.
Getting marketing and operations to work together more productively. Helping ameliorate acrimonious, ineffective working relationships among work groups.
Evaluating and coaching performance at senior levels.
Helping senior decision makers understand customer and employee behavior. Spearheading or facilitating change in philosophy of customer care and employee management; reorienting staff and processes to match.

Addressing structural and procedural issues related to performance and accountability. These may include job definition, how jobs are organized, workflows, methods, procedures, and policies. Assignments and solutions have included:

Identifying reasons for excessive employee turnover; preparing strategies and tactics to improve retention. Designing recruitment procedures and selection processes to find employees with the right skills and styles.
Organizing departments and work methods to accommodate seasonal shifts, business growth, and staff changes.
Formalizing training functions; assessing existing resources, defining needs, developing experienced trainers, selecting and training new trainers.
Creating formal procedures out of institutional memory.
Educating administrative staff in principles and techniques for working effectively with operations and customer service staff.
Streamlining account management procedures and lines of communication; developing account managers.
Restructuring processes and procedures for finding and working with suppliers.

Organizing and managing contact centers in the context of accelerating technological change and business demands. Training employees to address and meet the changing needs and expectations of customers. Turning passive, reactive service cultures into sales opportunity cultures. Assignments have included:

Designing measurable, accountable customer care processes for handling all inquiries and complaints.
Developing fair and actionable customer service policies.
Identifying and eliminating procedural snafus, redundancies, and voids.
Installing call monitoring programs, including peer monitoring, for quality improvement.
Teaching principles of contact center employee management. Developing and conducting supervisory training and coaching programs. Selecting and training communication skills trainers.
Designing training programs in service and sales skills.
Organizing essential information for easy access by contact center employees.

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