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Best Practices in Call Center Consolidation

  • Broadcast in Business



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In this episode, you will learn "Five Keys To Call Center Consolidation". 

They can have other positive impacts on your operations such as culture, resources, technology and processes. These five keys will aid in looking at financial and operational benefits.

Tim has over 30 years of experience working in the customer service field, serving in leadership roles both internally and within the BPO outsourcing sector. Tim’s role at Benchmark Portal is to help organizations to improve business results by changing how they deal with customers.   Tim examines strategy, culture, marketing, interaction and technology design, customer service, and leadership practices;all through the eyes of the customer.

Tim started his career at Disney, and had the opportunity to see the Disney Institute built from the ground floor. Later Tim led U.P.S.'s customer service organization during their service transformation   Recently Tim headed customer service at Amazon.com, and lead a team within Amazon that formed a customer experience road map that provided that highest customer experience and loyalty rankings in the history of the retail sector.  

Tim holds a B.S. in Business Administration at Indiana State University.  Tim also serves as a board member on a number of industry and charity organizations, and is an author, speaker, and award recipient in customer experience and servant leadership.