The contact center is the heart of many organization’s customer experience, and Tim is driven to make sure yours is contributing to your customer engagement goals. Recently, he managed the centralization of 14 distributed physician scheduling centers into a single centralized access center. Results? Call abandonment rates decreased from 37% to 5% while employee satisfaction—which in turn means better service for customers—jumped from 56% to 78%.
Though Tim’s expertise lies in delivering operational and technology improvements for contact centers, he has keen interest in all aspects of improving customer experience and collaborates with his clients to ensure their improved contact center experience contributes to a better customer journey overall.
Prior to joining West Monroe, Tim managed contact center technology for a global services firm, focusing on deploying new tools for their business process outsourcing practice. Tim holds a BA in Political Science from the University of Wisconsin-Madison.
Tim knows contact centers so well because he ran them for much of his career. He has more than 20 years experience managing global contact center operations and contact center technology implementation across multiple industries. In his free time, Tim enjoys spending time on two wheels—he has five bicycles and two motorcycles—or with his family, which includes his wife, two daughters, and two dogs, one cat, and one frog.
Tim regularly volunteers with Food Lifeline, a food rescue organization that distributes food to more than 300 food banks, shelters, and meal programs throughout Western Washington. He is also an active member with the Customer Experience Professional Association (CXPA).