Tracy
I see you have had a great response to your venture of finding a smaller yet experienced call center consulting group. I have yet another name to throw out there Dakota Performance Solutions
www.dakotaperformance.com (the website is getting re-worked) If you would like a deck emailed we would be happy to forward it to you.
We are a South Dakota based consulting firm that focuses not only on evaluating and finding those best practices but implementing them as well. We can develop and deliver necessary training to fit your needs. We have worked with the largest of call centers such as Citigroup to smaller such as purchase soft ,Cabletron and Revonet.
Please feel free to call or email if you would like more information.
Thanks,
605-376-6104
605-366-7233