An overview of experience and skills that I have picked up along the way. Somethings have been interesting, others less so, but they all make up the package.
I have many years of architecting and building contact centers.
Project and Program Managment
Starting early on at Digital Equipment Corporation (DEC) is where I started in this area, and is the basis of how I function managing projects and programs.
This are of my skill set came about because streaming video was starting to impact my network in the contact center. Instead of trying to stop this activity I thought it would be better to get out infant of it and understand it. Video in the contact center is no longer a nuisance, it has become a requirement, as people use their phones to connect in a video chat.
Contact Center Skills
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Looking at the Contact Center
There are a few key components in the contact center, the challenge is aligning them with the business goals and managing to them.
Skills that I Can Offer
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I can come into your organization an look at what you are doing now, and help with upgrading and changing your current infrastructure to achieve a different set of goals
I can sit down with your leadership team and help you understand how to implement a customer contact and support function in your organization, then guide you through the RFP process and through to implementation of the solution.
Working with your contact center team build a road map to new features that will work with what is already inlace.
About how I Look at the Functionality of the Contact Center.
Contact Centers are always in a state of flux. This is not because all the vendors have new features to sell; but customers keep changing their expectations of what they demand of the products and services they use. The cost of working with your customers can very by magnitudes because of the complexity of a product or the lack of understanding about what the limitations are in your product.
Are you Really Trying to Avoid Dealing with Your customers?
In many organizations having to support customers is not something that is really part of the overall goals of the business, and the management team just wants to outsource the function and drive down the cost of interaction as much as possible.
You See Customer Service and Support as a Key Differentuator.
You are an organization that sees their customers as key to success, and their delight with your company is important to your business goals. But, lavishing lots of earnings into service and support is not what you want to do. Controlling costs while servicing your customers and making them into raving net permotors of your brand is what is part of building your brand.
+1 510.333.3406 (Please leave a message)
POB 8147 Berkeley California 94707
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