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    tools & techniques
    productivity
    contact center
    risk readiness
    Do your people understand the
    company goals?
    Do they participate in establishing
    those goals?........more >>
    Is your culture customer
    oriented?.............more >>
    What is your productivity factor?
    Do you know the gap between
    where you are and where you
    need to be?..........more >>
    Do you know you're customer
    base and who is contributing
    to your bottom line?
    When you talk yo customers, do
    you really listen and close the
    loop?....................more >>
    Are you investing operating and
    capital dollars to increase
    customer value?
    Is your technology user-friendly;
    are your processes driven by a zero
    fault strategy?...........more>>
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introduction

The Milano/MSI service support team was formed specifically to assist the service enterprise in achieving business objectives. Through a combination of unique tools, techniques and management expertise, we provide a focused support team that relates well to all levels of management, an implementation requirement usually not met. With a comprehensive understanding of the aspects of service, as well as the know-how and experience to integrate the people, processes and technology, we offer specifically tailored solutions enabling service to become a competitive advantage.
about Milano Management Group

The Milano Management Group was founded by thought leader Diana Barajon Cole. Throughout her extensive executive career, Ms. Cole has led major change efforts resulting in centralizing service centers worldwide, achieving global recognition for call-center practices, and promoting the concept of customer advocacy as a path to profitability. Her pragmatic focus on the top 10 customer requirements has provided organizations with a means to measure and improve service processes to achieve maximum system and employee productivity. The management group has established alliances which brings together a unique group of executive experience in order to provide the right assistance at the right time.
                                                                                      www.milanomanagement.net