Best Practices in Call Center Consolidation

In this episode, you will learn “Five Keys To Call Center Consolidation”. Consolidation is an important and complex process that needs to be approached and executed carefully.  It is crucial that you fully consider the impacts on your operations, including on culture, resources, technology and processes. These five keys will aid in looking at financial and operational benefits.

Guest Speaker: Tim Rauschenbach, Vice President, BenchmarkPortal

Tim has over 30 years of experience working in the customer service field, serving in leadership roles both internally and within the BPO outsourcing sector. Tim’s role at Benchmark Portal is to help organizations to improve business results by changing how they deal with customers.   Tim examines strategy, culture, marketing, interaction and technology design, customer service, and leadership practices;all through the eyes of the customer.

Tim started his career at Disney, and had the opportunity to see the Disney Institute built from the ground floor. Later Tim led U.P.S.’s customer service organization during their service transformation   Recently Tim headed customer service at Amazon.com, and lead a team within Amazon that formed a customer experience road map that provided that highest customer experience and loyalty rankings in the history of the retail sector.

Tim holds a B.S. in Business Administration at Indiana State University.  Tim also serves as a board member on a number of industry and charity organizations, and is an author, speaker, and award recipient in customer experience and servant leadership.

Air Date: Thursday, June 23, 2016 – 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Tim Rauschenbach, Vice President, BenchmarkPortal
Season: 7, Episode Number: 6


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.

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