Workforce Experience Practice Advisor, Digital Transformation Group at Cisco
Industry
Technology / Software / Internet
About
With over 20 years in contact center operations, my areas of specialty for Business Consulting include:
鈥� Customer Experience Management
鈥� Strategic Roadmap Development
鈥� Customer Effort Audits
鈥� Contact Center Operations & Optimization
鈥� Performance Management & End-to-End Analytics
鈥� Workforce Management & Optimization Principles
鈥� Cross-Channel Optimization (including voice, web, email, social, mobile, & back office tasks)
鈥� Skills Based Routing
鈥� Financial Modeling and Business Case Analysis
鈥� Market Trends & Digital technology
鈥� Dynamic Customer Engagement
鈥� Process Improvement
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