Envision - Greater Seattle Area since 1994
Founder and Chairman
Vistage International 2003 - 2008
Member
Active Voice 1992 - 1994
Lead Software Engineer
Education:
University of Washington 1994 - 1995
Management Strategies & Skills
University of Washington 1988 - 1992
BS, Computer Science and Engineering
Skills:
Start Ups Saas Crm Enterprise Software Product Management Executive Management Team Leadership Marketing Strategy Solution Selling Management Workforce Management Cloud Computing Lead Generation Strategic Partnerships Go To Market Strategy Customer Experience Strategic Planning Professional Services New Business Development Sales Process Strategy Salesforce.com Software As A Service Team Building Voip Coaching Call Centers Customer Service Telecommunications Business Development Call Center Product Marketing Customer Relationship Management Business Management Customer Relations Business Strategy Mentoring Consultative Selling Contract Negotiation Performance Management
Interests:
Boating Fly Fishing Children Skiing Education Home Improvements Hiking Golf Options Investing
A computer-implemented method and apparatus for assisting supervisors of a call center is provided. The monitoring of agent calls is performed in a non-random fashion in order to provide the supervisor with enhanced control and flexibility over monitoring schedules. In one embodiment, a supervisor may designate one or more time, day and date schedules individually for each agent. In one embodiment, a supervisor may select whether within the time interval, every call, every other call, every third call or the like is to be recorded. Preferably recording occurs without regard to a predefined duration limit.
Non-Random Call Center Supervisory Method And Apparatus
A computer-implemented method and apparatus for assisting supervisors of a call center is provided. The monitoring of agent calls is performed in a non-random fashion in order to provide the supervisor with enhanced control and flexibility over monitoring schedules. In one embodiment, a supervisor may designate one or more time, day and date schedules individually for each agent. In one embodiment, a supervisor may select whether within the time interval, every call, every other call, every third call or the like is to be recorded. Preferably recording occurs without regard to a predefined duration limit.
Nancy Zorik (1974-1978), Sandy Berke (1962-1966), Janie A Carter (1964-1968), Rod Kuhn (1968-1972), Susan McHenry (1966-1970), Viola Reynolds (1948-1952)