LET'S TALK! TechnologyIT Managed Services Partner (IT MSP) Managed Cloud Services IT Helpdesk Contact Center Solutions IT Assessments IT Infrastructure Consulting IT Strategy and Planning Cloud Solutions Google Chrome Enterprise Google Workspace for Education Google Cloud Platform Application Development Cybersecurity Cybersecurity Architecture and Strategy Governance, Risk, and Compliance Threat Intelligence and Vulnerability Management Information Protection and Privacy Cybersecurity Training and End-User Testing Contact Center Solutions Contact Center Communications Solutions for Enterprise and Public Sector Organizations Making contact is vital. For businesses and government agencies to succeed in the modern era, they must assure their customers and constituents that it is easy to contact them across the channels with which they are most familiar. Whether they’re on the phone, reaching out via email, or chatting with a customer service rep online, people expect their questions to be answered quickly – and through the channel they are most comfortable with. A contact center service platform that gives users multichannel access, as well as self-service capabilities, is critical to success. Our Approach With contact center expertise across a variety of channels and experience implementing cohesive solutions for small business, enterprise, and public sector clients, our teams can help craft dedicated, scalable solutions that just work. Our first step is to work with you to conduct an assessment of your current technology tools and data sharing practices, as well as the processes that support how you serve your customers today. Understanding your current assets and processes will help us determine the best path forward. Once your needs are fully understood, we create a detailed roadmap and project plan to help you understand the path towards project completion. Because our teams work on a technology-agnostic approach, your system requirements and must-have legacy tools and data can be integrated into a solution that is customized for your organization. A Modern Contact Center Solution We deliver a modernized and customized contact center solution which improves accessibility, efficiency, reporting, and the overall end-user experience. Facilitates multichannel engagement to meet the citizen at their preferred point of contact Standardizes service for reliable, consistent end-user experience Improves customer satisfaction, increases efficiency, and cuts response times Enables greater accessibility anywhere, anytime Collates disparate data sources for accurate, unified comprehensive reporting Provides efficient, intuitive, and customizable agent dashboards Gives agents more reach and improves productivity Delivers intuitive and useful information to better inform decisions Our Contact Center Technology Partners We partner with the best in the industry. Our teams work hand-in-hand with vendors across the space to be able to understand, articulate, integrate, and implement solutions for specific use-cases and support scenarios. We’ve built communications solutions for clients with these partners and more: Contact Center Solution Experts Mike Vance Vice President, Technology Services × Vice President, Technology Services Vice President, Technology Services HIGHLIGHT: “I am passionate about helping organizations drive toward their strategic initiatives using technology as a vehicle; from strategy, through change management, to successful implementation, and ultimately achieving their goals.” Mike Vance is KSM Consulting’s Vice President of Technology Services. Mike is a solutions-oriented leader with a proven track record of using technology to align organizations, across a broad spectrum of industries, towards achieving their strategic goals. He has over 25 years of experience of technology consulting and leading enterprise technology teams, focusing on executing strategic IT vision that applies technologies to enhance business effectiveness. Mike brings a deep understanding of how to bring together exceptional technical execution with business acumen and his team’s greatest skills. Mike leads KSMC’s Technology teams providing IT Managed Services, IT Consulting, vCIO services, business application implementation, and more as well as driving the development and expansion of KSMC’s technology services for clients to ensure that services needed to support strategic alignment and execution of technology are provided. He is passionate about investing in his team; challenging them to grow in tandem with propelling organizational growth. When not at work, he enjoys his time with his wife and four children. QUICK FACTS Favorite KSMC Value: Empathy EDUCATION Ball State University, Master of Science in Information and Communication Sciences Ball State University, Bachelor of Science in Marketing Bill Badurina Service Delivery Director × Service Delivery Director Service Delivery Director HIGHLIGHT: "My favorite thing about KSMC is the teamwork approach and transparency throughout the company." Clients are as glad to work with Bill for his expertise as well as for his lively demeanor. He’s a project management guru who is especially adept at facilitating communication across teams for smooth collaboration. In his role as Service Delivery Director on the Technology Services team, Bill makes clients’ lives easier by serving as a resource for his teams and by managing projects, fixing any reliability issues, tracking service metrics, and managing budgets. He has significant experience in project documentation, contact center and interactive voice recognition (IVR) development and buildout, and design and integration of enterprise technology tools including web-based applications, database architecture, and TDM and VoIP telephony systems. Bill has 16 years of experience with much of his current client base and technologies used for customer engagement. This history provides context of the solutions and blockers that have surfaced over the years. His role supports our clients’ needs by establishing and leading teams of experts who create and deliver the best solutions to complex problems. When Bill is not helping clients solve their problems, he stays busy as a soccer coach and spending time with his wonderful wife and three kids. QUICK FACTS Favorite Resultant Core Value: Empathy EDUCATION Franklin University Bachelor of Science Columbus State Associate of Science Ready to find out more about what our team can do to transform communication, productivity, and reporting with a modern contact center solution? Give us a call at 317.452.1700 or fill out the form below and we’ll get back to you quickly. First Name*Last Name*Email* PhoneOrganization/Company*Which service are you interested in?Application DevelopmentData AnalyticsIT ConsultingManagement ConsultingProject ManagementOtherMessageNewsletter Subscribe I would like to subscribe to the KSM Consulting monthly newsletter. I understand that I may opt-out at any time. Consent* I agree to KSM Consulting's Privacy Policy and Terms and understand that my information will be processed in accordance with those Terms.NameThis field is for validation purposes and should be left unchanged.
