Performed analysis and defined strategies for specific contact center challenges including reduction of attrition and absenteeism, utilization of universal agents, expansion of agent work from home program, and improvement of workforce effectiveness for clients across a variety of industries.
Performed strategic assessments of current technology platforms and developed roadmap for future technology enhancements/acquisitions for clients in education and healthcare industries.
Developed business requirements and managed RFP process for new cloud contact center platform for clients in financial services, education, and healthcare industries. Follow-up engagements included involvement in implementation of new platform
Developed omnichannel strategy for client in financial services area within the auto industry. Specific areas of focus included improving current channels, adding new channels, and implementing infrastructure to support an omnichannel environment.
Completed multiple projects in the healthcare industry identifying strategies for the improved centralization of key functions including intake and scheduling. Specific focus included identifying/implementing process improvements, identifying critical KPIs and developing key technology requirements.
Performed contact center assessment including defining new service delivery model. Follow-up engagement included the implementation of the new service delivery model supported by process reengineering, technology enhancements, and IVR redesign.
Performed contact center assessment. Defined roadmap for short- and long-term operational improvements, developed staffing model, and outlined multiple strategies to support growth of contact center for client in specialized healthcare industry. Follow-up engagements included follow-up work on developing/implementing contact center growth strategy, developing requirements for new contact center facility, and supporting the build out and opening of the new contact center facility.
Performed contact center assessment. Defined roadmap for short- and long-term operational improvements, initiated development of quality monitoring program, and recommended organizational structure changes to support strategic objectives for client in animal healthcare industry
Performed operational gap analysis and developed strategic roadmap for major grocery retailer with projected growth in excess of 40% during next 3 years.
Supported evaluation, selection, and contracting of contact center outsource partner for client in education industry.
Developed service gap analysis and created roadmap supporting merger of two Fortune 500 companies in the airline industry.
Provided services to numerous private equity and consulting firms on the state of the contact center industry and key technology trends including cloud/premise based solutions, use of speech analytics, etc.
Successfully opened call center in Albany, Oregon six weeks following signing of lease and awarded “Key” to the city for creation of 300+ jobs and positive impact to community.