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Scott McKinley
Vice President,
OneTouch Direct
30 points
Business executive with extensive experience in Sales and Operations within multi-site and global help desk / service desk / customer care / contact center environments. My experience over the years has been related to running technical help desk operations, managing teams of Solution ...
Business executive with extensive experience in Sales and Operations within multi-site and global help desk / service desk / customer care / contact center environments. My experience over the years has been related to running technical help desk operations, managing teams of Solution Architects and Project Managers responsible for transitioning new business, and selling to strategic business partners / channels.
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April 25, 2011
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April 6, 2011
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Feb. 16, 2011
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Feb. 14, 2011
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April 22, 2010
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April 22, 2010
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You may want to update your formula slightly as follows:
# calls answered @ IVR (do not include calls that flowed from the IVR to the agent)
PLUS
# calls answered by agents (do not use "offered" since it includes abandoned calls...many abandons lead ... more