ZMAXINC offers a real-time (beta-lab) consultative practice, SiteNostix a call center production enhancement program, bringing our industry's top talent and proven results to grow and streamline your call center services. SiteNostix will analyze your in-house resources and develop best-practice procedures “Lab3sixty” to improve your internal productivity. SiteNostix’s, professional phd training staff will execute and enhance all areas of call center production including: agent proficiency, quality measurement, knowledge sharing, process design enrichment, floor attitude and agent behavioral patterns, skills enrichment, and sale awareness solutions. SiteNostix, a new concept for getting the most out of your call center production, was created to answer the needs of companies working to get more out of each phone call.

1. siteNostix
transformation solutions provided by
LAB3sixty
“getting the most out of every call”

2. Our Program
siteNostix
A proven operational practice developed by LAB3sixty offers
today’s savvy and searching customer contact centers
production enhancements and savings
Complete operational diagnostics
Aligned methodology
System maximization
Environmental influence
Program efficiencies
Marketing pathways
Mapping proven technique
Build, Operate, Transfer, programs
siteNostix partners to build strategic program for your
customers

3. Our Value
siteNostix
siteNostix provides our LAB3sixty, a unique practice that
utilizes a slice of production conducted in a controlled
environment located within the center to measure every
component of your program. This to ensure that you maximize
the value of every dollar spent to satisfy your customer
experience.
Lab3sixty conducts a full customer call diagnostics within our
LAB called Nsite360, benchmark and build tools to study unique
operational pathways, discovering creative marketing solutions,
finding cost reduction initiatives and looking for proven areas to
enhance overall profitability.
Lab3sixty, through the (re)introduction of new/existing
technologies, business processes and effective agent
performance management, will transfer the proven components
un-covered and fine tuned within the LAB to your full
production operation.

4. Benefits
siteNostix
LAB3sixty program provides unique benefits
Discovery and documentation of proven operational
enhancement or cost savings without disrupting your
production environment(s)
On-going validation of all assumptions surrounding the
integration of your marketing and customer service
operations so that you can operate with predictable cost and
with greater customer satisfaction
Identification and resolution of marketing and operational
inconsistencies before they negatively impact your customers’
experiences
Our profit is based on your savings!

5. Services
siteNostix
siteNostix has three service disciplines
Nsite operational diagnostics services
Sustainable operational efficiencies are found and documented within
LAB3sixty to provide by an on-going team of controlled agents
measured results to seek methodologies for operational cost reduction,
revenue enhancement and overall customer satisfaction.
Nsite market evaluation services
Assumptions and validations made during the introduction of new
products or marketing initiatives measured in LAB3sixty so that
improvements , predictions and customer satisfaction can be
implemented or unforeseen in a controlled environment . Know your
customer .
Nsite lab3sixty practice services
The establishment of an on-going Lab practice to manage operational,
marketing methodologies to ensure maximum saving and customer
satisfaction.

6. Operational
siteNostix
Operational Diagnostic Services
Utilization
Of
Systems
Methods
And
Procedures
Assessment
•
•
•
•
Baseline performance
Operations
Performance targets
Technology
Human
Performance
Lab360
Services
Training
Strategies
Customer
Intelligence
Implementation
•
•
•
•
Planning
Change management
Project management
Post implementation
assessment
Job Designs

7. Operational
siteNostix
Operational Diagnostic Services
Assessment
Our team will provide a full operational diagnostic of the existing program to
determine net value to the client and the impact on the customer. Once
done, specific targets and measurements to be confirmed in every aspect of
customer service delivery. Nsite360.
Lab3sixty
Once the full operational diagnostics is complete the development of the
LAB3sixty, taking a controlled group from the existing call center will be
established. Complete documentation including methods, procedures and
training will be developed for export to the production centers.
Operational roll-out, established LABpractice
understanding that building a successful on-going operation depends on a
proven road-map and realistic expectations. The defined practice called the
Nsiteplan takes into account the nature of the changes, forecast able trends
and overall goals and objectives established by senior management. This
process is thus ingrained into the daily operating procedures of the call
center and tracked for on-going improvements.

8. Marketing
siteNostix
Market Evaluation Services
Preparedness
of Call Center
and personnel
Website
knowledge
Customer expectations
• Launch of new products
• Marketing Initiatives
• Impact evaluation
Customer
profile
Lab360
Services
Method of
marketing:
media, social,
direct
Systems
support geared
to program
Document requirements
• Features
• Content
• Process
• Training
Offer analysis &
response
expectations

9. Marketing
siteNostix
Market Evaluation Services
Customer expectations
Lab3sixty in concert with management, will evaluate and analyze customer
response activities driven by various marketing and promotional efforts. We
study the impact of all forms of mediums delivering customers to seek
support and answers. Our LAB allows for testing techniques,
measurements and expectations to build and maximize results with every
consumer contact.
LAB Nsite
Once the customer marketing initiatives have been identified, we test all
methods of customer communications and actions to ensure that they
support the market initiatives under review. For example, when a new
product is introduced we ensure that client web-sites, system support, live
agents and other customer facing entities are operational and that training
has been developed to support people involved in the program.
Methodology practice
Developed for an on-going practice, LAB3sixty continues being a resource
for the study and successful management of new products, promotions and
changes within all forms of marketing support on behalf of the customer.

10. Practice
siteNostix
LAB3sixty Practice Services
The uniqueness offered by our LAB program, is that, it’s being integrated into
the everyday functionally our clients operation, a defined tool bringing controlled
operation and marketing methodologies which can be tested , proven, enhanced
and ready for expansion. The practice thus, takes on the role of strategically
building a better program and customer experience. A proven concept resulting
in efficient operations, revenue generation and substantial cost saving.
Management of customer service strategies
Creation of training strategies
Technology testing and enhancement
Marketing initiative testing
Training development and delivery
Quality assessments and improvement tools
Identification of support boundaries
Alignment of call center operations with corporate strategies

11. Our Team
siteNostix
Mark Anderson
Karl Famelang
Larry Mckenzie
Bill Davis
Each person backed with over 25 years of executive experience with top call center firms
throughout Industry, providing domestic and global support for today’s call center needs .
Collectively we have represented over 60 clients for all aspects of call center support, placed
thousands of outsourced seats worldwide, provided numerous applications and consultative
services related to internal growth and expansion as well as new product introduction and
marketing channel enhancement. Our team’s proven skills in corporate marketing, pricing,
capital expansion and cost analysis have become respected as a proven record of developing
direct and indirect operations to optimize overall operational performance and achieve
organizational goals and success.

12. Contact Us
siteNostix
Bill Davis
Mark Anderson
2600 Highland Avenue
Birmingham al 35205
6730 Tomahawk Road
Mission Hills, KS 66208
205 837 5000
913 645 8086
bill@sitenostix.com
mark@sitenostix.com
www.sitenostix.com