September 5, 2013

Provide strategic organizational value by transitioning your center from a service to a sales culture

Click here to listen to this episode of CallTalk:

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.

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