THE ASCENT GROUP, INC.

Capabilities

The Ascent Group, Inc. is a management consulting firm specializing in improving the customer experience through diagnostic assessments, benchmarking, best practice discovery, and business process improvement. With more than 25 years of utility consulting experience, our firm brings a broad depth of customer service improvement and best practices knowledge and is capable of both independent perspective combined with flexible and responsive delivery of consulting services. We provide custom benchmarking and best practice discovery services to companies. Past projects have explored such topics as IVR self-service technologies to broader studies of customer service operating functions, including: Contact Centers, Credit Issuance, Revenue Recovery, Billing, and Remittance Processing. We also conduct primary research. Topics explored include first contact resolution, call quality management, self-service, contact center strategies, eService, and field service delivery.