2MI Solutions launches and runs contact center, help desk and back office lines for commercial and federal BPOs and contractors. We work with your leadership team, and we stay through the first months of operation.
Most engagements start with a CX maturity diagnostic. It shows where your operation stands today and what to fix first.
START WITH THE CX MATURITY DIAGNOSTIC
The diagnostic scores your customer experience operation with 56 questions in 7 areas. Each question is scored on five levels, from nonexistent to optimized, with a written description for each level. Two people scoring the same operation land in the same place.
WHAT IT COVERS
Leadership and vision, customer understanding, employee empowerment, technology, channels, data and analytics, and governance.
WHAT YOU GET
A maturity score overall and for each area, a heatmap, the top friction points with quick wins, and a six-month roadmap.
HOW LONG IT TAKES
About three weeks for a smaller operation. About six weeks for a company of 100 to 1,000 employees or more, with an ROI model and an executive readout.
AFTER THE DIAGNOSTIC
LAUNCH
A new contact center, help desk or back office line: site, staffing model, technology selection and the first 90 days.
OPERATE
Workforce management, quality management, knowledge management and the reporting your clients expect.
ABILITYONE TEAMING
For federal work, a teaming partner with a trained, certified AbilityOne workforce. See the AbilityOne workforce.
WHY 2MI
Mark Middendorp, founder of 2MI Solutions, has spent more than 20 years in contact center outsourcing. He launched a contact center line of business for a BPO, led US business development for an outsourcer, and created the SourceAmerica contact center line, where AbilityOne contact center and help desk jobs grew from 350 to more than 2,000.
