Contact Center Performance Forum (CCPF)

Ann Gray
  • Female
  • United States
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Language Concern - I need help pls

Replied Oct 2

Verint 360 Consultant Needed

Replied Sep 24

Quality Assurance and Customer Satisfaction

Replied Sep 21

 

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Latest Activity

Ann Gray joined Kathryn Jackson's group
Mastermind Networking
The members of this group meet each month via conference call to discuss the issues contact center professionals face on a daily basis. If you want to be informed of the groups activities you must become a member of the group.
October 2
Ann Gray added a discussion to the group Helping Hand
Let's jump-start the recession recovery! Generous offer from Gray and Associates
It's time to shake off the recession blues and get back to normal (or improved!). We are doing our part at Gray and Associates by offerring some FREE assistance, and some deeply discounted assistance to contact centers. This offerring is limited so…
October 2
Ann Gray joined Kathryn Jackson's group
Helping Hand
This is the group where we, as members of a community, extend a hand to help. If you have something to donate or offer at a discount, post it here. If you know of an opportunity, post it here. If you have a creative "helping hand" idea please share!
October 2
Ann Gray updated their profile
October 2
Ann Gray replied to Evelyn Bitungga's discussion 'Language Concern - I need help pls'
Hello Eve - People can be very sensitive, especially when they are already frustrated by a situation. I think I can help. I could make my recommendations more confidently if I could hear the entire conversation stream, but here are some suggestions:…
October 2
Ann Gray replied to Daniel Cleghorn's discussion 'Verint 360 Consultant Needed'
Hello, Daniel - Can we plan an exploratory phone call? I am a hands-on Verint 360 user, with the skill to achieve desired business results through maximizing technology. I have worked with similar 'third party' organizations (e.g.CBS, McKesson, Harm…
September 24
Ann Gray replied to Kerry Violette's discussion 'Quality Assurance and Customer Satisfaction'
Have you drawn your client a picture of what the independent and overlapping areas between QA and CSAT? Maybe they need help in understanding why the two may never align. For example, if the organization's policies and procedures are out of alignmen…
September 21
Ann Gray replied to Kathryn Jackson's discussion 'Any call centers use out-of-state remote workers (remote agents)?'
Hello Tom - Remote workers can be of tremendous value to your contact center! To answer some of your questions: ---Yes, many call centers are using remote workers, but to my first hand knowledge is with organizations who pay them as part-time, or se…
September 21

Profile Information

Company Name:
Gray and Associates
Industry:
Business services/Consulting
Are you a member of the ATA (American Teleservices Association)?
No
Job Title or Area of Expertise:
Contact Center Consultant
Total Number of Contact Center Agents (FTEs):
0
Website:
http://www.grayandassociates.net
I am available to help other members by answering questions in the following areas:
branding; customer experience; employee engagement; performance improvement; remote work;

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