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Delivering Quality: Sysco's Service with a S.M.I.L.E.

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Ed Poorbaugh, from Sysco, shares how they have improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E. 

Ed Poorbaugh has held a number of positions in warehousing, transportation and information technology operations during his 17 year career with Sysco. Prior to his current role, he managed the IT operations for the Southwestern United States and was the project manager for several successfully enterprise-wide software development projects. Ed was an integral part of the design and implementation of Sysco’s new call centers in Houston and Dallas, Texas. Currently, he is responsible for the operational and quality performance of the support center, including the management of telephony and other technology platforms used to deliver a cost-effective and customer focused experience. Ed has a B.A in English with a minor in Environmental Sciences from the University of New Mexico.

Tags:
customer satisfaction
agent retention
agent turnover
attrition
service quality
Broadcast in Business
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