consulting.
made.
simple.
Elevate Alliance Group focuses on customer experience which drives measurable results by helping our clients improve their interactions with customers.
THE BEST BRANDS TRUST EAG
EAG's Dream Team of Consultants have led CX, project management and implementation programs for some of the world's leading brands...
EAG LEADERSHIP
Bob Moeller
Originally From: St. Louis, MO
University: Iowa Hawkeyes
Favorite Sport: Football
Last Book Read: “Start with Why” by Simon Sinek
Bob Moeller leads EAG Training & Development (T&D) Department, and with his team, has designed TSI’s best in class training modules. Recognized as an expert in the design, development and implementation of leadership development programs and employee learning systems, Bob was born to coach. From his early days as a collegiate athlete, to 25 years of leading best in class teams on more than 4 continents, Bob has always “played to win”.
“I really enjoy helping others realize their dreams and full potential,” he said. “I believe my athletic background, and love for coaching, coupled with amazing career opportunities and great mentors like Coach Fry at Iowa and countless others at Coke, Amazon and other stops along the way, just naturally took me down a Training/HR path.”
At EAG, Bob is responsible for the simplification, scalability and implementation of learning interventions ranging from new technologies to process improvements and leadership development, utilizing a blended learning model that combines instructor-led training and scalable, intuitive, self-service eLearning. His broad industry experience includes working for world class leaders in telecom, consumer products, renewable energy, wine & spirits, technology and, now, BPO. He has extensive international business experience delivering results in the United Kingdom, India, China, Mexico, and Canada.
Prior to EAG, Bob’s extensive consulting and leadership roles included work at Coca-Cola, Republic Services and Amazon Logistics, where he was responsible for the start-up and overall success of the learning and talent development functions. He led the design, development, delivery and measurement of all training programs to ensure clear and sustained positive impact
on the business.
When not coaching future leaders or consulting with our clients, you will find Bob at the beach. Listening to live music of any kind or sufing… Bob recently moved to to the Southern California coast with his wife of over 25 years, Kris. Their son, Ben, is a student at The University of
Nevada.
BOB MOELLER
EAG, Training & Development
World Class = WOW!
Only those brands and services that understand and build a customer-centric environment win. That’s where Elevate Alliance Group begins and ends – with the customer experience. From service level improvements to self-service call containment and quality improvements, EAG drives measurable results for brands and services in industries ranging from consumer products to healthcare and financial services. By analyzing employee and customer data, EAG's team of industry veterans identifies areas where our clients can improve customer service, product offerings, and overall customer experience. This leads to increased customer satisfaction and loyalty, as well as improved sales, reduced churn and increased revenue. EAG’s collaborative CX consulting and project management engages employees at all levels of the organization to improve the customer experience. This can include training employees on how to handle customer complaints or involving them in the development of new products or services. By involving your line leadership in the process, together, we create a culture of customer service that is embraced by everyone in the organization, leading to a more consistent and positive customer experience.
the cx optimization loop
EAG addresses the top issues impacting the contact center industry today. After an extensive needs analysis, EAG builds employee and customer satisfaction ecosystems focused on how people, process and technology work together to deliver world class engagement.
Need to Improve Your CONTACT Center Performance?
Only those brands and services that understand and build a customer-centric environment win. That’s where Elevate Alliance Group begins and ends – with the customer experience.
book a consultationWhat WE DO
Agent Learning, Development and On-Going Training
Create or refine your training. Incorporate adult learning to drive information retention and drive speed to proficiency.
Quality Management and Speech Analytics
Transition QA teams into powerful data-driven analytics engines focused on improved customer satisfaction.
Workforce Management and Optimization
Optimize staffing to ensure service levels, unlock hidden opportunity and maximize agent occupancy.
Systems Optimization and Integration
Provide your associates with the information they need from disparate systems to improve their effectiveness and deliver an elevated customer experience.
PROJECT MANAGEMENT
Ensure the work gets done using Subject Matter Experts and a robust project management protocol!
BPO Readiness Assessments and Onboarding
Identify gaps, prepare your organization for a smooth transition, and stand by you throughout the onboarding process.
CX Journey Optimization
Optimize the Customer Journey through collaboration focused on driving customer satisfaction, efficiency and reduced effort to achieve the goal.
Contact Center Agent Performance Reports and Scorecards
Turn data into action with a focus on driving the behaviors important to your organization’s success.
Telephony Optimization and New Solutions
Simplify and expedite cloud migration. Verify the fit of existing solutions or optimize your cloud-based solution.
CASE STUDIES
National Multi-site Healthcare Provider
solution:
EAG led a review process to dramatically improve patient communication using legacy systems. First, EAG Dream Teamers coordinated the discovery and data mining necessary to quantify the need for Executive Leadership approval. Then, several solutions were reviewed, and the team identified and facilitated implementation of the right solution to improve fax handling in the Client's EMR (backend software system.
the results
The Client’s pilot solution drove a 4% improvement in new patient consults which will deliver $2MM+ in additional revenue for this category alone. In addition, it improves workflow and takes stress off clinic staff so they can focus on the in-person patient experience.
services
- Project Management/Process Assessment
- Technology Enhancements
- Data Mining & Reporting
FINTECH
solution:
EAG led a cloud contact center selection and integration process transitioning the Client from disparate premise-based telephony, WFM, dialer and QA solutions to a superior, cost-effective alternative. In addition, EAG ran an RFI process to identify the right system integrator to deploy the new solution and integrate it into the Client's CRM and other underlying systems.
the results
- The right telephony solution for the Client
- Over $1MM saved in reduced licensing costs
- Over $500K saved in reduced professional services costs
services
- RFI and RFP Services
- Project Management
- CX Consulting