Author

Vickie Schutze

Vickie has over 20 years of experience in managing and leading operational teams and improvements all centered around the Customer Experience. Vickie has an extensive background in leading Customer Experience and Service initiatives including VoC analytics and action planning, complaint management, process re-engineering, social customer service and many more. Vickie is also experienced in WFM planning, modeling, and command center management. She has a Bachelor Degree in Business Administration, is certified through the Inbound Contact Management Institute, and serves on the Board of Directors for the Better Business Bureau.

Entries by Vickie Schutze

The Value of Data-Driven Insights for Contact Centers +

“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s not just the menu that has recently changed. The technology, processes, and workforce management efficiencies at contact centers have all undergone recent upgrades. Advanced capabilities are now possible due to data-driven insights which are valuable to contact centers for multiple reasons:

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