Dave Kielkucki Male Pompano Beach, FL United States: Share

Blog Posts
Discussions (6)
Events
Groups (1)
Videos

Dave Kielkucki's Apps

Dave Kielkucki's Friends

View All

Dave Kielkucki's Groups

Contact Center Consult...

36 members

View All

Dave Kielkucki's Discussions

Balancing Workload Channels

Replied Aug 5

Need technology to start a small virtual call center

Replied Jul 29

What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)

Replied Jul 2

View All

Dave Kielkucki's Page

Gifts Received

Dave Kielkucki has not received any gifts yet

Give Dave Kielkucki a Gift

Latest Activity

Dave Kielkucki replied to Beth Milan's discussion 'Balancing Workload Channels'

Beth you need to look at "Intellient Routing" software that can manage all customer channels. Please feel free to call me if you would like to discuss. Regards, Dave Kielkucki Cell: 954-444-3668 Email: dkielkucki@sccservicesgroup.com

August 5

Dave Kielkucki replied to Teresa Morelock's discussion 'Need technology to start a small virtual call center'

Teresa, I hope I can be a resource to you in regards to your call for information in regards to starting up a small virtual contact center that utilizes a hosted solution. I have recently launched a new Virtual Contact Center, SCC InTouch ( www.s...

July 29

Dave Kielkucki replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'

Based on the size of the center I normally recommend that the agent call in process be handled in the Contact Center's Operation Center. The Operation Center is usually manned all the hours the center is open as they employees who work in that dep...

July 2

Dave Kielkucki updated their profile

June 19

Dave Kielkucki replied to Akin Toffey's discussion 'Call Center Capability for Startups'

Hatch, I believe I can be of assistance to you in regards to your colleagues implementing a Virtual Contact Center. Please feel free to call me and I would be most happy to share some thougths in regards viability, required technology and virtual ...

June 5

Dave Kielkucki replied to Carol Hukari's discussion 'Supervisor to Rep Ratio'

Carol, your 1:20 ratio of Supervisors seems to clearly in line with industry standards, however not knowing your industry or complexing of the call your agents receive there may be a need to reduce to 1:15 or even possibly increase to 1:25 or 1:30...

April 23

Dave Kielkucki left a comment for Christopher Iansiti

April 22

Dave Kielkucki left a comment for Catherine

April 22

Profile Information

Company Name:

SCC Services Group

Industry:

Business services/Consulting

Are you a member of the ATA (American Teleservices Association)?

Yes

Job Title or Area of Expertise:

Principal

Total Number of Contact Center Agents (FTEs):

Website:

http://www.sccservicesgroup.com

I am available to help other members by answering questions in the following areas:

Call center operations focused on performance management, agent and client retention, quality assurance, workforce management, process improvement, technology solutions