Italy

Vanguard

For more details contact: Sergio Caserta	Vanguard Communications Europe Via di Vigna Murata, 40 00143 Roma - Italy
E-mail: scaserta@vanguard.net	Tel: +39 06 5483 2800
Web: www.vanguard.it	Fax: +39 06 5483 4000

Vanguard Communications Europe, Ltd is the European subsidiary of Vanguard Communications Corp. (Morris Plains, NJ), focused on the business of Contact Center consulting and training services. Vanguard is an independent consulting company that helps clients meet business goals through more effective customer interactions. Our office in Italy opened in 1996. We work with traditional call centers, self service capabilities (web and IVR), and other eCommerce capabilities.

Our assignments include assessments and recommendations, business process design, technology planning and selection, IP infrastructure planning, IVR and web interface design, and a variety of other customer contact projects. Vanguard also helps clients plan for the increasing convergence of applications, technology, and business processes that will fundamentally alter the way companies work in the future. We deliver pragmatic approaches and assistance to improve business processes, use technology better, and enhance operations.

Vanguard has been conducting contact center training programs in Italy since 2002. One course focuses on planning and budgeting, and includes participants’ use of a proprietary simulation tool. In 2005 Sergio Caserta, Italy practice manager, became a certified associate of ICMI, and began giving Italian versions of Essential Skills and Knowledge for Effective Call Center Management (“Conoscenze e Skill vitali per la Corretta Gestione di Call Center”). All main ICMI courses have now been naturalized. Dates of all public seminars in Italy are updated on Vanguard’s website: www.vanguard.it.

Vanguard Communications in Italy has obtained the following official certifications:

• Qualified by CNIPA for conducting monitoring of ICT contracts in government sector (recognized third part between supplier and end user organization)
• Qualified organization for conducting training projects

We believe that the main challenge for organizations in Italy today is to assure the quality of customer experience and implement effective strategies of customer relationship management. We bring to Italian corporations and organizations expertise from an international consultancy firm focused on understanding and applying worldwide best practices to help clients fulfill their business goals.

We help clients take a fresh look at their customer service operations—how contact center staff, processes, and technology can best be aligned to achieve the business mission and objectives. We approach communications and information technology by evaluating the specific needs of each organization, then linking those needs to new ways of doing business. Our solutions are technology-enabled, not technology-driven. We design call flows, work flows, self-service, and management applications to serve your customers in excellence, and create a satisfying work experience for employees

Our success in both consulting and training activities in Italy has enabled us to create a strong team of senior consultants. We have sound experience in all call center industry and communications issued, including the particularities of the Italian culture, work regulations, management skills, and market trends. In addition to our own consulting staff, we use experts from affiliated companies as well as Vanguard international staff on client projects.