Author: Kevin B. Levi, November 19, 2018 Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it. Many organizations which have deployed call recording have yet to deploy screen recording, and in not doing
Lisa Powel Fortna is a senior professional with over 20 years of experience in human resources and project management. Her experience covers multiple industries including financial services, manufacturing, retail management, health and human services, telecommunications and government agencies. Lisa’s focus has been
Jim Lovvorn brings more than 25 years of contact center operations management experience to the organization. He has proven accomplishments in the area of customer services, sales/marketing, training/personnel, communications and financial results. He has a successful track record in the development
With a career that spans more than 40 years, Kevin O’Neill is an adeptly skilled call center operations executive with broad industry experience that spans the airline, hotel, car rental, financial services, outsourcing, cable/telecom and health insurance industries.
Ann Rybowiak has over 20 years of instructional design experience. Her experience covers corporate training, military and government contracts, and educational institutions. She has worked in a variety of industries such as healthcare, military management, electronics, hardware, software,
At the time of the Easter holiday, I happen to be working on forecasting and workforce planning and site planning for a new contact center operation and am reminded of a favorite quote from a former client. We were going through an exercise similar to my current project at the
Jan Swanke has more than twenty years of professional experience in customer experience environments with a broad range of career positions in consulting, operations and information technology. She began her career answering mail in the United Airlines Mileage Plus
With 30 years of experience managing large, complex global teams, Steve Saniuk is a veteran of management and management consulting. Steve has implemented world-class management systems and best-practice processes for organizations around the world. Throughout his
Mr. Larry Feipel is a results-driven Contact Center Consulting Professional with an impressive list of diverse industry experiences in maximizing the productivity and quality of Contact Center People, Processes, Automation, and Facilities. During his 12 years of
Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across the financial, insurance, hotel/travel, automotive, utility,
