Since joining Interactions in 2006, Michael has played key roles in helping to define and scale both Client and Professional Service functions at Interactions. As Senior Vice President of Operations, Michael is focused on managing and maintaining Interactions global network of business process outsourcers. This includes responsibility for operations strategy, workforce planning, forecasting, quality and training. Prior to his tenure at Interactions, Michael was both Director of Boston-Area Operations and a Contact Center Director at RCN, as well as Director of Audit at the Massachusetts Department of Revenue.
Traditional contact center measurements – such as Speed to Answer, Containment, and Average Handle Time – focus primarily on increasing efficiencies in order to lower costs. Ultimately, however, these metrics are only capturing part of the story when it comes to one of your most important revenue drivers: your customers.
Recently, I hosted a forward-thinking interactive session at Frost & Sullivan Customer Contact East titled “Automated Customer Care with a Human Touch.” Based on the findings from a recent study on consumers’ experiences with automated customer service interfaces, the session raised some interesting points about the current state of customer care.