Click here to listen to this episode of CallTalk: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/4/12/provide-strategic-organizational-value-tra
Discussion points:
1. Developing a strategic road-map
2. Key strategies to excite your organization for change and growth
3. Importance of measuring results for success
Russell Rossi is the Corporate Vice President of
Customer Experience and Strategic Planning for New York Life Tampa
Operations. Russell’s responsibilities include all customer touch
points and technology of the Customer Experience Program comprising the
internal Quality Teams, Learning and Development Team, After Call
Survey, Speech Analytics, Voice of the Customer, and Voice of the Agent
programs. Additional responsibilities include oversight for all
Strategic Planning and Project Management for key Member Services
technologies, initiatives, and enhancements.
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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