Author Archive

13
Sep
2016

Lisa Powell Fortna

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

29
May
2014

Jim Lovvorn

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

29
May
2014

Kevin O’Neill

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.

21
May
2014

Ann Rybowiak

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,

24
Apr
2014

You Don’t Build a Church for Easter Sunday: A Good Lesson for Contact Center Capacity Planning

You Don’t Build a Church for Easter Sunday: A Good Lesson for Contact Center Capacity Planning

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

14
Feb
2014

Jan Swanke

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

14
Jan
2014

Steve Saniuk

  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

04
Sep
2013

Larry Feipel

  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

01
Aug
2012

Greg Van Zandt

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,

13
Jun
2012

Pam Treanor

Pam Treanor, an Associate Consultant, began her career in the telephone industry, crossing a variety of fields such as employee management, sales, finance and budgets within the contact center operation. Besides the telephone and cell phone industries, she